Success Manager - SMB

Who We Are Looking For

WebPT is looking for a world class Success Manager who can execute and help members’ achieve their strategic business goals while aligning the WebPT product suite to their overall success.

As part of the WebPT Success Team, you will be responsible for ensuring your portfolio of members are getting the most out of their WebPT membership. You will partner with outpatient rehab therapy practices across the United States, helping them achieve their goals and desired outcomes on their path to greatness. You will educate Members about new functionalities, best practices and industry developments that increase the value WebPT delivers to their practice. You will help members leverage business analytics and promote solid data-driven practices. You will develop a deep understanding of Member engagement and the WebPT platform; to create and evolve best practices around our technology. You will strategically expand your portfolio as you partner with each of your members to understand their needs and goals, and skillfully align the appropriate WebPT products, services, and/or solutions. **

What You’ll Be Doing As A Part of Our Team**

• Oversee WebPT Small Business Accounts to ensure successful utilization and adoption of WebPT products. Track and monitor account health: concerns expressed via NPS surveys, issues identified through member escalations, and identify the churn risk of all assigned members. Create effective corrective action plans to improve account health. Partner with internal and external stakeholders to de-escalate member issues and prevent churn.
• Proactively manage accounts with multiple product lines.
• Develop and deploy one to many approaches with subsets within the Small Business portfolio (Webinars, email campaigns, product workshops).
• Create raving fans daily.
• Serve as an agent of change internally and externally, always pushing toward greater performance and outcomes individually, as a team, and as an organization.
• Assist members in navigating the correct support and escalation paths.
• Create and maintain strategic success plans for member accounts outlining proactive objectives and activities adhering to appropriate cadences and deadlines.
• Identify upsell and cross-sell opportunities and facilitate handoff to the Sales Team to close.
• Identify areas for improvement, not only in our products and services, but also in the Member Success function. Create and maintain open lines of communication with relevant stakeholders in Sales, Marketing, Product and Engineering to deliver a world-class member experience.
• Contribute to the development of success program offerings that support WebPT members and further the mission of Success.
• Maintain strict confidentiality and compliance, adhering to all HIPAA regulations.
• Perform other duties, as assigned.

What You Should Have To Qualify

• Successful track record working with online SaaS products and services.
• Proven ability to balance empathy for our customers, while protecting the interest of our company and its assets.
• Exceptional communication, account management, project management, and problem-solving skills.
• Analytical and logical ability to understand business analytics and workflows, and how they map to base application functionality.
• Planning, communication, and coordination of activities across many different levels within, and across internal and external teams.
• Organized and systematic, with great attention to detail.
• Simultaneous management of many complex projects within a book of business.
• Quick learner of medical terminology and practices and able to communicate those to others.
• Excellent ability to organize, process and interpret data analytics and KPIs. Proven ability to provide clear, actionable recommendations for improvement based on the resulting data.
• Excellent ability to perform with a professional demeanor while utilizing sound judgment and time management skills.
• Professional attitude with a proven ability to navigate intense situations under pressure when they arise.
• Work well autonomously while being a highly contributing member of the team, delivering results beyond expectations.
• Able & willing to travel periodically as the job requires (expected travel less than 10%).
• 2 years of Customer Success Management experience or a combination of outpatient clinic or other account management type experience.

Ideally, You Would Also Have These

• BA or BS degree
• Experience managing a portfolio of customers with an ARR over $1M.
• Experience in business operations.
• Experience in the medical field, ideally physical therapy and/or billing.

Culture is at our Core

• Service: Create Raving Fans
• Accountability: F Up; Own Up
• Attitude: Possess True Grit
• Personality: Be Minty
• Work Ethic: Be Rock Solid
• Community Outreach: Give Back
• Health and Wellness: Live Better
• Resource Efficiency: Do Más With Menos

About Us

Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness. **

Company Perks**

• Ample Time Off for fun and rest
• Work from nearly anywhere in the US
• WFH supply budget
• Time Off to make an impact through volunteering
• Multiple Employee Resource Groups (ERGs)
• Health, Dental, Vision, 401k, HSA, any many other benefits
• Authenticity and Acceptance

At WebPT, we're dedicated to fair and competitive compensation based upon our industry peer benchmarks. While job postings offer a pay range as a general reference, the final offer depends on candidate qualifications and experience. Our aim is to provide equitable compensation that recognizes your unique skills and contributions. During interviews, we'll discuss your qualifications and expectations, striving for a competitive and fair offer. The initial hiring range for this position is: $60,200 - $75,200.