Customer Success Manager

Customer Success Manager

Breakthrough  |  Fully Remote  |  $55K–$85K (80/20 Base to Variable)

Breakthrough helps private practice physical therapy and chiropractic owners fill their schedules, grow their businesses, and make a bigger impact in their communities. Our AI-powered marketing system generates millions in patient revenue every month, helping thousands of people find natural solutions and avoid unnecessary surgery, pain medication, and invasive procedures.

We have been coaching PTs for over 10 years. Beyond our software platform, we have a full academy of resources, training, and proven frameworks that support both our team and our clients. This depth of expertise is what separates us from tools that just hand you software and wish you luck.

We are a small, focused team that ships fast, speaks directly, and measures what matters. Our core values say it plainly: Do shit that makes a massive difference. Elevate others. Be real. Own the results. Seek to understand the customer first.

We have rolled out integrations and features that are game-changers for PT practices, including AI-powered patient reactivation, automated campaign management, and EMR integrations that eliminate manual work. We have also rebuilt our customer success playbook from the ground up to make sure every client is trained to extract the full benefit of the platform.

Now we need someone great to run it.

This is a Customer Success Manager role, but the title undersells the job. You are a coach who helps practice owners change how they think about growth and then gives them the tools and accountability to execute.

Most PT practice owners buy our platform for reactivation. They want to fill gaps in their calendar by re-engaging past patients. That works. They see quick wins. But then many of them stop there. They don’t adopt the rest of the system. They treat a growth engine like a one-time project, and eventually they drift away.

The person in this role breaks that pattern. You help customers see that reactivation is just the first phase of a larger method, one that includes fixing their conversion funnel, running workshops, and building a sustainable patient acquisition system. Most churn traces back to customers who never fully bought into the point of view. Your job is to make sure they do.

You have run the new kickoff call framework end-to-end with real customers. You can introduce yourself with authority, present the Breakthrough Growth System, set expectations around the three growth phases (reactivation, funnel optimization, growth drivers), and proactively address the common pitfalls that derail new customers. All without a script in front of you. Your first cohort of new customers are hitting their first reactivated patient appointments faster than the current average. You have built trust with your book of business and no one is wondering who their CSM is.

This is the hardest part of the job. Most customers get their reactivation wins and then disengage. You are the person who breaks that pattern. Your customers are moving into phase two and three, fixing their funnel, scheduling workshops, using the full platform as a growth engine instead of a one-time project. You are catching disengagement signals early through health scoring and usage patterns and re-engaging customers before it becomes a save conversation. Your retention numbers are trending above where they were when you started.

Your book of business has measurably better net revenue retention than the baseline you inherited. Customers renew without drama because they have seen compounding results. You have identified patterns in what makes customers succeed and you are feeding that back to the team. What is working in onboarding, where customers still get stuck, what the product team needs to hear. You are a trusted voice internally and externally.

• A rebuilt onboarding playbook with a structured kickoff call framework, defined milestones, and clear coaching sequences
• An AI-powered patient reactivation and communication platform that is the core of the customer experience
• A full academy of training resources, frameworks, and proven playbooks built over 10+ years of coaching PTs
• HubSpot for CRM, customer health scoring dashboards (being built out), and Gong for call recording and review
• A small CS team where your work is visible and your input shapes how things are built
• Direct access to leadership. You are close to the decisions that matter.

This role is coaching at its core. You are helping business owners overcome real mindset blockers: fear of running workshops, resistance to investing in growth when the calendar is full, the temptation to bail when two out of five thousand contacts get annoyed by a campaign. The technology is the easy part. Changing how someone thinks about their business is the hard part. If that challenge excites you, keep reading.

You also get to step into a freshly built system. The playbook, the frameworks, the onboarding structure. It has all been designed and you get to be the person who makes it work. You are setting the standard from day one.

PT practice owners are busy. They are running clinics, seeing patients, managing staff. They are not sitting around waiting for your call. Every interaction you have with them has to justify the time they are giving you. If the first call does not build belief that this is worth their attention, you may not get a second one. You have to build momentum early and keep earning their time.

Some customers will see early AI-generated conversations that are imperfect and want to pull the plug. Your job is to coach them through the learning curve and keep them on the path long enough for the system to improve.

The product is evolving fast. New features, new integrations, new capabilities. You will sometimes be onboarding customers onto things that are still being refined. The right person sees that as an opportunity to shape how things work.

Fully remote. Small team. Direct communication. We care about results and we give people the space to produce them. You will do your best work here if you thrive with trust, real ownership, and the freedom to manage your own time.

$55K–$85K with an 80/20 split between base salary and variable compensation. Variable pay is tied directly to the outcomes that matter: retention, adoption, and customer growth. We pay for results. Full benefits package included.

Our process has four stages:

• Stage 1: You submit an application and automatically receive an email with instructions to send us a 5-minute video.
• Stage 2: A 60-minute interview to get to know each other, understand your background, and see how you think about customer success and coaching.
• Stage 3: A paid test project. We will give you context, resources, and 10 hours to prepare. You will then present to a committee of your future peers. We want to see how you think, how you prepare, and how you communicate under real conditions.
• Stage 4: A final interview with leadership.

We pay for the test project because we respect your time and we want to see your real work.

If you have experience in a PT or chiropractic setting and you want to use that knowledge to help practice owners grow through technology, we want to hear from you. Apply today.