Associate Client Success Manager
Supports rehab therapy clients through onboarding, training, product adoption, support, and retention for a healthcare SaaS platform. Requires outpatient physical therapy experience, strong software skills, EMR familiarity, Excel proficiency, and excellent communication.
About the job
Responsibilities
- Build strong relationships with clients as a strategic and supportive partner.
- Present product information, address customer issues, and help clients implement Prompt Plus and other premium offerings.
- Maintain deep knowledge of product offerings and respond to customer inquiries through the support channel.
- Learn therapy-business operations and provide workflow expertise during onboarding and ongoing client engagement.
- Lead question-and-answer webinars for clinical management and staff.
- Handle escalated support tickets and provide client-specific workflows.
- Support downgrade and churn-prevention conversations by demonstrating product value.
- Assist with onboarding new clients.
- Delegate questions to the Client Experience, Billing Success, and Customer Success teams as appropriate.
- Recommend and implement process improvements with teammates and management.
Requirements
- Experience in outpatient physical therapy clinics.
- Clinical background and/or licensed rehabilitation therapist experience.
- Experience with electronic medical record (EMR) systems.
- Strong technical skills across software platforms.
- Advanced proficiency in Microsoft Excel.
- Passion for learning and understanding software.
- Strong written and verbal communication skills.
- Comfort working in live settings with multiple software applications.
- Ability to work in a fast-paced environment and occasionally outside normal working hours.
- Motivation to grow quickly and take on increasing responsibility.
Nice-to-haves
- Medical billing experience or education.
- Previous software-as-a-service (SaaS) experience.
Compensation and Benefits
- Salary: $75,000-$100,000 annually.
- Potential equity compensation for outstanding performance.
- Flexible paid time off.
- Medical, dental, and vision insurance.
- Company-paid disability and life insurance.
- Company-paid family and medical leave.
- Flexible spending and dependent care accounts.
- Commuter benefits.
- 401(k).
- Fitness class and gym membership credits.
- Discounted pet insurance.
Skills
Excel, Emr Systems, SaaS, Medical Billing, Customer Support, Client Onboarding, Clinical Workflows, Software Platforms
Similar jobs
Customer Success jobs
Justworks
New York, NY
Coach sales teams using QA data and CX metrics to improve performance through structured 1:1 and group sessions. Design coaching frameworks, track improvement, and partner with QA and enablement teams.
Justworks
New York, NY
Manages end-to-end customer onboarding, coordinating implementations, guiding product configuration, resolving risks, and transitioning customers successfully. Requires 2–5 years of onboarding, implementation, or customer success experience with strong project and stakeholder management skills.
Hinge Health
United States
Manages a high-volume portfolio of emerging SMB accounts, advising clients on MSK program adoption, reporting, escalations, expansion, and renewals. The role requires 2+ years of scaled account management experience, strong analytical and relationship-building skills, and a bachelor’s degree.
GovDash
United States
Owns customer onboarding from signed deal through early adoption, including discovery, implementation, training, migration, and handoff to Account Management. Requires 2+ years of proposal development or capture experience and strong client communication skills.
Octus
New York, NY
Supports a focused portfolio of investment banking and advisory clients by driving onboarding, platform adoption, retention, and relationship development. The role suits a recent graduate with strong communication skills and an interest in financial services and credit markets.