Senior Director of Customer Success

November 26

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Limber

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Healthcare Insurance • SaaS • Wellness

Limber is a digital health company that specializes in merging digital and in-clinic care to enhance musculoskeletal healthcare. The platform empowers physical therapists, occupational therapists, and physicians by providing tools for remote therapeutic monitoring, home exercise programs, patient reported outcomes collection, data analytics, and care navigation solutions. Limber focuses on hybrid care models that combine digital support with traditional in-person patient care. The company offers a comprehensive library of home exercise videos, pre-built protocols for a range of conditions, and real-time data analytics to support value-based healthcare. With a commitment to maintaining standards of practice, Limber integrates evidence-based content and collaborates with experts across multiple healthcare disciplines to ensure the highest quality care.

11 - 50 employees

⚕️ Healthcare Insurance

☁️ SaaS

🧘 Wellness

📋 Description

• 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. • Oversee a large portfolio of clients, including many of the leading physical therapy and orthopedic practices in the United States. • Lead client success team members and directly 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. • 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. • 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. • 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. • 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 and billing/reimbursement systems 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.)

🏖️ Benefits

• Comprehensive benefits include medical, dental, and vision insurance • Prescription coverage • Disability and life insurance • FSA & HSA accounts • Employee Assistance Program • 401(k) plan with company matching • Parental leave • Unlimited PTO • 10 company holidays