Senior Manager, Customer Success (Healthcare)

About Tonal Healthcare: Tonal Healthcare is focused on transforming how strength training is delivered within the global healthcare infrastructure, bridging physical rehabilitation, athletic performance, and long-term preventive health. As we expand into clinical applications of hardware-integrated strength intelligence, we are building the enterprise software and account management platform that connects Tonal’s digital tech suite with clinicians, healthcare providers, and integrated healthcare networks to deliver measurable health outcomes. We sit at the absolute intersection of consumer technology, digital health, clinical care, and AI-driven personalized training, creating a high-growth vertical that shapes the future of strength training as medicine.

Position Overview

We are seeking a highly autonomous, commercially astute, and clinically authorized Senior Manager of B2B Customer Success - Healthcare to lead our expanding medical account vertical under a permanent, full-time remote framework open across the United States. Functioning initially as a senior individual contributor and rapidly scaling into an internal team-builder and hiring lead, you will step up to claim absolute account strategy execution, clinical commercial playbook architecture, and recurring renewal pipeline accountability. Shifting completely away from direct manual physical therapy practice, localized personal training sessions, or low-stakes customer helpdesk tracking, you will run an active enterprise clinical deployment, asset utilization, and medical outcome tracking laboratory—partnering face-to-face with clinic owners, medical directors, hospital system administrators, and Chief Medical Officers. This position requires a clinical-commercial authority who has successfully transitioned from clinical practice into enterprise SaaS or B2B tech work, managing healthcare customer accounts fluidly natively using Project Management paradigms, evaluating equipment utilization metrics cleanly to prove operational ROI, and orchestrating logistics rollouts confidently to protect multi-year contract renewals.

Key Responsibilities

• Healthcare Vertical Strategy Governance: Command the commercial and financial health of Tonal high-stakes medical accounts, establishing deep, trust-based relationships with physical therapy networks, chiropractic clinics, and integrated performance practices natively utilizing Project Management methodologies.
• Clinical Commercial Playbook Engineering: Architect, document, and scale our core operational lifecycle models, defining every onboarding step stretching from technical contract execution through clinical workflow onboarding, asset deployment, and multi-year renewal.
• White-Glove Deployment Excellence: Oversee post-purchase installation procedures for medical environments, partnering with field logistics cells to ensure equipment deployments hit heightened compliance, data privacy, and safety regulations.
• Clinical ROI Translation: Lead recurring Business Reviews focused directly on clinical adoption metrics, data interpretation, equipment utilization tracking, and tangible financial or patient-outcome ROI to ensure seamless client retention.
• Cross-Functional Logistics Orchestration: Act as the primary technical and clinical liaison between field accounts and internal Product, Sales, Field Operations, and Finance squads to clear rollout bottlenecks and keep complex deployment plans on schedule.
• Commercial Growth Experiments: Identify "land and expand" opportunities inside active networks to drive product upsells, while design-testing pilot programs covering healthcare insurance reimbursement pathways, cash-pay models, and hybrid clinical/wellness offerings.
• Customer Success Team Building: Establish the operational SOPs, evaluation frameworks, and onboarding curricula required to build, hire, and lead a specialized clinical-commercial hybrid success division within 12–18 months.

Required Skills & Qualifications

• Mandatory Professional License: Must hold an active, accredited professional license as a Licensed Physical Therapist (PT) or a Doctor of Chiropractic (DC), backed by a minimum of 5+ years of verified clinical experience working inside outpatient or rehabilitation environments.
• A minimum of 5+ years of progressive professional history leading customer success, enterprise account management, commercial operations, or clinical software implementation frameworks within a business setting.
• Demonstrated history of successfully transitioning from active clinical practice into commercial technology or SaaS sectors—proving a track record carrying quotas, managing renewal books, or owning business outcomes.
• Systems & Scaling Thinker: Proven capacity to bring immediate structure to highly ambiguous, early-scale (0→1) channels, transforming unstructured experiments into repeatable, automated corporate SOPs.
• Outstanding verbal and written communication strengths, demonstrating an exceptional capability to act as an un-translated clinical liaison who aligns cross-functionally with internal engineers and medical executives alike.
• Location Context: Position operates under remote geographic guidelines open to qualified hybrid clinical leaders residing permanently within the United States.

Preferred Strategic Indicators (Nice to Have)

• Prior experience utilizing enterprise account health tracking frameworks, cloud-based CRM architectures, and advanced data visualization toolsets to track telemetry.
• Familiarity with United States healthcare insurance billing architectures, data structures, or orthopedic recovery tracking models.
• Background working with multi-site real estate facilities setups, medical equipment sourcing, or technical product rollouts.

What We Offer

• Lucrative, Calibrated Executive Compensation Model: A highly competitive annual base salary range of $133,000 – $177,000 USD, customized appropriately around your individual background, skills, and regional parameters.
• 100% remote workspace freedom within the United States, allowing you to pioneer clinical-grade health tech platforms from your optimized home office.
• Comprehensive health, medical, life, and disability insurance structures protecting your personal well-being.
• Retirement savings benefits coupled with an enterprise-backed retirement allocation.
• Flexible Paid Time Off (PTO) privileges to rest and recharge alongside robust paid parental leave support models.
• Premium corporate perks, including direct access to state-of-the-art Tonal products and fitness technologies.