Senior Manager, Customer Success – Healthcare

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the commercial health of Tonal's healthcare accounts, which include Physical Therapy and Chiropractic clinics, healthcare networks, performance medicine practices, and integrated healthcare partners.

• Act as the clinical advocate during discussions with our most significant commercial accounts, fostering deep, trust-based relationships with clinician owners, medical directors, and clinical operations leaders.

• Convert clinical workflows and patient outcome priorities into commercial strategies, while also translating Tonal's product roadmap into terminology that resonates with healthcare buyers.

• Design the "Healthcare Commercial Playbook," outlining the operational lifecycle from contract signing through clinical onboarding, deployment, and multi-year renewal processes.

• Create resources and materials (including online, written, video, and audio formats) to educate and motivate healthcare professionals to utilize Tonal to its fullest potential.

• Supervise the white-glove deployment process for healthcare accounts in conjunction with our post-purchase operational teams, ensuring that Tonal installations adhere to the elevated compliance, safety, and brand standards necessary in healthcare settings.

• Manage the transition from Sales to Operations for healthcare accounts, converting clinical requirements into actionable installation, training, and ongoing service plans.

• Lead Business Reviews centered on clinical adoption, patient outcomes, equipment utilization, and commercial ROI.

• Serve as the main strategic lead for high-value healthcare accounts.

• Assist accounts with inquiries related to on-product movements/modalities or data interpretation to achieve desired functional health, rehabilitation, and recovery outcomes.

• Collaborate with Tonal's B2B Sales, Product, Field Operations, Logistics, Partnerships, and Care Operations teams to ensure healthcare accounts receive top-tier technical, clinical, and operational support.

• Act as the strategic liaison between clinical partners and Tonal's product team, bringing field-tested feedback that influences the healthcare roadmap.

• Work alongside the broader Manager, B2B Customer Success on shared infrastructure (CRM, account health systems, reporting), ensuring both verticals operate from a unified data foundation.

• Collaborate with the Senior Executive Team to align healthcare operational capacity with overall corporate growth objectives and revenue aspirations.

• Identify opportunities for growth within existing healthcare accounts, partnering with Healthcare Sales on upsells and multi-site expansion.

• Conduct growth experiments: assessing reimbursement pathways, cash-pay models, hybrid clinical/wellness offerings, and operationalizing successful initiatives.

• Oversee the renewal pipeline for healthcare accounts, proactively identifying clinical and operational risks and intervening to safeguard recurring revenue.

• Build, hire, and lead the healthcare-specific Customer Success team as the vertical expands.

• Establish standard operating procedures (SOPs), training programs, and career pathways that enable Tonal to attract and retain top clinical-commercial hybrid talent.

⛳️ Requirements

• Licensed Physical Therapist or Doctor of Chiropractic.

• A minimum of 5 years of experience in healthcare, performance, or a related field, with proven experience in outpatient environments.

• At least 5 years of experience leading customer success, account management, commercial operations, or clinical implementation teams.

• Proven track record in building systems and processes from the ground up (0→1 or early scale).

• Strong understanding of clinical workflows, rehabilitation, or performance environments.

• Metrics-driven operator: adept at analyzing performance data to demonstrate ROI to both clinical partners and the executive team.

• "Player/coach" mentality: comfortable being a senior individual contributor today while confident in your ability to hire, lead, and develop a team within 12–18 months.

• Scalability mindset: enjoys the pilot phase but is passionate about transforming experiments into repeatable, scalable SOPs.

• Infrastructure-focused systems thinker: capable of bringing structure to ambiguous environments and developing technology, processes, and reporting that scale alongside the commercial mission.

• Grit and orchestration: goes beyond merely identifying bottlenecks to actively coordinate across Finance, Logistics, Field Operations, Care, and Product to keep clinical rollouts on track.

🏝️ Benefits

• Competitive compensation package, benefits, and Tonal product perks.