Senior Director of Customer Success – Remote

About Us   Limber Health is building and enabling the world’s leading hybrid model of in-person and digital musculoskeletal (MSK) care.    Limber Health is a digital health solutions company that is built to empower Physical Therapists and Physicians to augment in-clinic patient care with at-home support through digital technology, remote therapeutic monitoring (RTM), outcomes collection, home exercise programs (HEP), care navigation, and data analytics. The platform enables in-clinic providers in delivering the hybrid approach to care and features a complete digital MSK health platform for the shift to value-based healthcare.   Clinically validated through research conducted at Mayo Clinic and awarded Most Impactful New Technology by the American Congress of Rehabilitation Medicine, Limber Health empowers providers in augmenting in-person clinician visits with digital at-home support to best meet patients where they are.   To learn more, visit https://www.limberhealth.com   About the Opportunity   As the Senior Director of Customer Success at Limber, you will play a pivotal role in driving the success and satisfaction of our clients. We are seeking an entrepreneurial individual with a strong sales and commercial mindset, a background in healthcare reimbursement, and experience in scaling early-stage companies, particularly focused on providers. Limber Health is partnered with many of the world’s leading physical therapy and orthopedic practices and is looking for a seasoned leader to manage its Client Success services.   Responsibilities:   Growing Accounts and Upselling: - Develop strategies for growing existing accounts and upselling new products. - Set and achieve target benchmarks, establishing quotas and metrics for client success. - Drive provider adoption and facilitate change-management to drive growth and volume.   Client Portfolio Management: - Oversee a large portfolio of clients, including many of the leading physical therapy and orthopedic practices in the United States. - As a key leader at a growing startup, you will both lead client success team members as well as directly lead and manage the company’s largest accounts. - Serve as the face of Limber for all client-related needs throughout the client lifecycle, from implementation to launch, growth, product training, renewals, upsells, and account management.   Relationship Building and Trust: - Build trust with clients, fostering long-lasting and trusting relationships. - Identify client challenges and risk areas, developing proactive solutions to avoid any risk of churn.   Feedback and Optimization: - Gather feedback from clients and collaborate with the product and technology teams to communicate feedback and optimize the product/client experience. - Drive client success across key performance indicators (KPIs) such as improved health outcomes, revenue, patient engagement, and client satisfaction.    Sales and Commercial Mindset: - Apply sales and commercial strategies to drive revenue growth and achieve upselling targets. - Collaborate closely with the sales team to identify and capitalize on growth opportunities.   Team Management: - Manage a team of 2-4 individuals, providing leadership, guidance, and support. - Opportunity to lead the expansion of the Client Success team as the business continues to scale. - Foster a collaborative and high-performance culture within the client success team.   Requirements: - 7+ years of experience and a proven track record in client success functions, including at least 3 years leading a customer success, operations, or a strategy team. - Proven track record scaling clients from $50K ARR to $250K + ARR. Background in digital health, preferably integrating new care models and provider-facing technology directly into practices;understanding clinical workflows, EMR integrations strongly preferred - Comfortable managing executive-level commercial relationships. - Excellent communication, interpersonal, and presentation skills, with the ability to collect and present meaningful data. - Strong relationship-building and listening skills, with a genuine passion for the customer and their experience. - Demonstrated customer focus and a strong analytical and problem-solving ability. - Entrepreneurial spirit, hands-on approach, and the ability to thrive in a startup environment. - Experience in early-stage companies, with a focus on driving growth and client success. - Periodic travel (~20%) required (client meetings, trade shows, etc.)