Associate Client Success Manager- SKI

Accountabilities

• Build trusted, long-term relationships with clients by serving as a strategic, responsive, and supportive partner throughout their customer journey.
• Support client onboarding and help rehabilitation teams understand and implement software workflows effectively.
• Deliver product training, lead question-and-answer webinars, and educate clinical managers and staff on features and best practices.
• Develop deep knowledge of the product portfolio and respond effectively to customer questions through the designated support channel.
• Identify opportunities to improve product adoption and communicate the value of premium features and offerings that can benefit clients, staff, and patients.
• Partner with customers experiencing potential downgrades or churn to understand their concerns, demonstrate product value, and support retention efforts.
• Collaborate with support teams on escalated tickets, providing workflow expertise and helping resolve customer-specific issues.
• Delegate questions and issues to Client Experience, Billing Success, and Customer Success teams when appropriate.
• Monitor customer needs and collaborate with colleagues and management to identify and implement improvements to the client experience.
• Progress from an associate-level position into full Client Success Manager responsibilities as onboarding and development milestones are completed.

Requirements

• Previous experience working in an outpatient physical therapy clinic is required, with a strong understanding of clinical and administrative rehabilitation workflows.
• A clinical background and/or licensed rehabilitation therapist experience is strongly preferred.
• Experience working with electronic medical record (EMR) systems and a strong interest in healthcare technology.
• Strong technical aptitude and the ability to quickly learn, navigate, and troubleshoot multiple software platforms.
• Advanced proficiency in Microsoft Excel and confidence working with technology in live customer-facing environments.
• Excellent written and verbal communication skills, with the ability to explain technical or workflow concepts clearly to different audiences.
• A genuine passion for learning software and helping customers use technology effectively.
• Strong motivation, adaptability, and resilience when working in a fast-paced environment that may occasionally require work outside standard hours.
• A growth-oriented mindset and willingness to take on increasing responsibility as the team and customer base expand.
• Medical billing experience or education and previous B2B SaaS experience are valuable additional qualifications.

Benefits

• Competitive salary, with a stated compensation range of $75,000–$100,000.
• Remote/hybrid work environment with flexibility.
• Potential equity compensation for outstanding performance.
• Flexible paid time off (PTO).
• Company-sponsored lunches.
• Company-paid disability and life insurance.
• Company-paid family and medical leave.
• Medical, dental, and vision insurance.
• Discounted pet insurance.
• FSA/DCA and commuter benefits.
• 401(k) plan.
• Credits for online and in-person fitness classes or gym memberships.
• Access to an HQ recovery suite featuring a cold plunge, sauna, and shower.