Senior Manager, Customer Success – Healthcare

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Tonal

WebsiteLinkedInAll Job Openings

501 - 1000 employees

👥 B2C

🔧 Hardware

B2C • Fitness • Hardware

Tonal is a cutting-edge home gym system that combines technology and exercise science to offer a personalized and efficient workout experience. It provides real-time resistance adjustments and data-driven coaching to help users maximize their fitness routine. With expert coaching, personalized tracking, and a variety of energizing workouts, Tonal aims to promote strength training and overall fitness from the convenience of home. This smart gym system uses AI to deliver insights and tailor workouts, ensuring users are always challenged and motivated to improve their physical health.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Competitive compensation package, benefits, and Tonal product perks