Senior Manager, Customer Success – Healthcare

Role Overview

• 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