Senior Manager, Customer Success (Healthcare)

Job description

About the Tonal Healthcare Team Tonal Healthcare is focused on transforming how strength training is delivered within healthcare; bridging rehabilitation, performance, and long-term health. As we expand into healthcare and clinical applications of strength training, we are building the platform that connects Tonal’s technology with clinicians, healthcare providers, and partners to deliver measurable health outcomes. We’re passionate about building products that help our members thrive. You will help define how strength training becomes a core intervention in healthcare, transforming Tonal from a fitness platform into a clinical-grade health technology platform. This role sits at the intersection of: - Consumer technology - Digital health - Clinical care - AI-driven personalized training and has the opportunity to shape the future of strength training as medicine. Overview The Senior Manager, B2B Customer Success - Healthcare is the commercial owner of Tonal's relationships with our healthcare and clinical partners. This is a senior individual contributor and future team-builder role: you will personally manage our most strategic clinical accounts today, and architect the playbook, infrastructure, and team that will scale this vertical over the next several years. You bring instant credibility into the room. Whether you're sitting across from a PT clinic owner, a hospital system administrator, a performance medicine director, or a chief medical officer, your clinical background means you understand the language, the workflow, and the buyer. You don't need to translate, you are the translator. Important: this is not a fitness or personal-training role. This is a clinical-commercial leadership role. We are looking for a healthcare professional who has moved into commercial work, someone whose background is in health, recovery, rehabilitation, and performance, and who can deliver a premium experience to a discerning clinical buyer. What you will do HEALTHCARE VERTICAL STRATEGY + CLINICAL CREDIBILITY - 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. ACCOUNT LEADERSHIP + DEPLOYMENT EXCELLENCE - 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 CROSS-FUNCTIONAL ORCHESTRATION - 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. COMMERCIAL GROWTH + CLINICAL INNOVATION - 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. TEAM BUILDING - 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. Who You Are - 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 - You've made the leap from clinical practice into commercial work — and you've already proven you can carry a quota, manage a renewal book, or own commercial outcomes for a portfolio of accounts. - 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. What Makes You a Great Fit - You think in terms of outcomes, not activity - You’re comfortable in ambiguity and can build structure where none exists - You can move between strategy and execution without losing momentum - You understand that adoption, adherence, and outcomes are deeply connected - You want to shape how healthcare is delivered—not just support it Why you’ll love working at Tonal - You’re joining at the ground floor of Tonal’s next major growth channel - Competitive compensation package, benefits, and Tonal product perks - Collaborative, mission-driven team with a passion for redefining strength training At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We don’t just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. We’re dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you! Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, accessibility@tonal.com. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.