The Role
The Senior Director of Customer Success at Limber Health will manage large client accounts, drive growth through upselling, and lead a team focused on client satisfaction and success.
Summary Generated by Built In
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.)
We are interested in every qualified candidate who is eligible to work in the United States. However, we are currently unable to sponsor visas.
Attention: If you receive an email claiming to be from Limber but it is not from Limberhealth.com, please disregard and delete the message immediately. If you have any inquiries about available job opportunities, please visit https ://www.limberhealth.com/ and contact us directly.
Skills Required
- 7+ years of experience in client success functions
- At least 3 years leading a customer success, operations, or strategy team
- Proven track record scaling clients from $50K ARR to $250K+ ARR
- Background in digital health with understanding of clinical workflows
- Excellent communication, interpersonal, and presentation skills
- Entrepreneurial spirit with a hands-on approach
- Periodic travel (~20%) required
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The Company
What We Do
Developed by doctors in sports medicine & physical therapy, Limber is built to empower Physicians and Physical Therapists to augment in-clinic patient care with at-home support through digital technology, outcomes tracking, data analytics, remote therapeutic monitoring (RTM), and value-based care models. Digital health solutions continue to rise but musculoskeletal conditions are complex. In-person care, including physical exams and manual treatment, are vital to the MSK care continuum. At Limber Health, we know digital tools are best served by not replacing, but complementing in-person MSK care. Reserve a demo to learn more about our white-glove, turnkey solution for remote therapeutic monitoring. https://www.limberhealth.com/request-demo
