Senior Manager, Customer Success – Healthcare

🕒 Junho 24

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $128.000 - $165.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Tonal

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

👥 B2C

🔧 Hardware

B2C • Fitness • Hardware

A Tonal é um sistema de academia doméstica de ponta que combina tecnologia e ciência do exercício para oferecer uma experiência de treino personalizada e eficiente. Proporciona ajustes de resistência em tempo real e orientações baseadas em dados para ajudar os usuários a maximizarem sua rotina de exercícios. Com coaching especializado, acompanhamento personalizado e uma variedade de treinos energizantes, a Tonal tem como objetivo promover o treinamento de força e a aptidão geral a partir da conveniência do lar. Este sistema de academia inteligente utiliza IA para fornecer insights e personalizar treinos, garantindo que os usuários estejam sempre desafiados e motivados a melhorar sua saúde física.

Descrição

• Own the commercial health of Tonal's healthcare accounts, including Physical Therapy and Chiropractic clinics, healthcare networks, performance medicine practices, and integrated healthcare partners. • Serve as the clinical voice in the room with our highest-stakes commercial accounts, building deep, trust-based relationships with clinician owners, medical directors, and clinical operations leaders. • Translate clinical workflow and patient-outcome priorities into commercial decisions, and translate Tonal's product roadmap into language that resonates with healthcare buyers. • Architect the "Healthcare Commercial Playbook," defining the operational lifecycle from contract signature through clinical onboarding, deployment, and multi-year renewal. • Develop resources and materials (online, written, video, audio) to educate and inspire healthcare professionals to utilise Tonal to the full extent of its capabilities. • Oversee the white-glove deployment process for healthcare accounts in collaboration with our post-purchase operational teams, ensuring Tonal installations meet the heightened compliance, safety, and brand standards required in healthcare environments. • Own the Sales-to-Operations hand-off for healthcare accounts, translating clinical requirements into actionable installation, training, and ongoing service plans. • Lead Business Reviews focused on clinical adoption, patient outcomes, equipment utilization, and commercial ROI. • Serve as the primary strategic lead for high-value healthcare accounts. • Support accounts with inquiries related to translating on-product movements/modalities or interpreting data to achieve desired functional health, rehabilitation, and recovery outcomes • Partner with Tonal's B2B Sales, Product, Field Operations, Logistics, Partnerships, and Care Operations teams to ensure healthcare accounts receive the highest tier of technical, clinical, and operational support. • Act as the strategic liaison between clinical partners and Tonal's product team, surfacing field-tested feedback that shapes the healthcare roadmap. • Collaborate with the broader Manager, B2B Customer Success on shared infrastructure (CRM, account health systems, reporting) so the two verticals operate from a unified data foundation. • Collaborate with the Senior Executive Team to align healthcare operational capacity with broader corporate growth targets and revenue goals. • Identify "land and expand" opportunities within existing healthcare accounts, partnering with Healthcare Sales on upsells and multi-site expansion. • Lead growth experiments: evaluating reimbursement pathways, cash-pay models, hybrid clinical/wellness offerings, and operationalizing what works. • Manage the renewal pipeline for healthcare accounts, identifying clinical and operational risks early and intervening to protect recurring revenue. • Build, hire, and lead the healthcare-specific Customer Success team as the vertical scales. • Establish the SOPs, training, and career pathways that allow Tonal to recruit and retain top clinical-commercial hybrid talent.

🎯 Requisitos

• Licensed Physical Therapist or Doctor of Chiropractic • 5+ years of experience in healthcare, performance, or related field, with demonstrable experience working in out-patient environments • 5+ years leading customer success, account management, commercial operations, or clinical implementation teams • Experience building systems and processes from the ground up (0→1 or early scale) • Strong understanding of clinical workflows, rehabilitation, or performance environments • Metric-driven operator: you analyze performance data to prove ROI to both clinical partners and an executive team. • "Player/coach" DNA: comfortable being the senior IC today and confident you can hire, lead, and develop a team within 12–18 months. • Scalability mindset: you enjoy the pilot phase but are obsessed with turning experiments into repeatable, scalable SOPs. • Infrastructure-focused systems thinker: you bring structure to ambiguous environments and build tech, process, and reporting that scale alongside the commercial mission. • Grit and orchestration: you go beyond identifying bottlenecks to actively coordinate across Finance, Logistics, Field Operations, Care, and Product to keep clinical rollouts on schedule.

🏖️ Benefícios

• Competitive compensation package, benefits, and Tonal product perks