• Lead employer partner implementations and onboarding from kickoff through go live • Manage timelines, milestones, owners, risks, and action tracking across workstreams • Coordinate cross functional readiness across teams including operations, clinical, billing, support, credentialing/network, analytics, and marketing/comms • Ensure launch materials and onboarding assets are complete, aligned, and partner ready (e.g., landing pages, comms guides, content hubs, key links) • Facilitate meetings, document decisions, and keep internal and external stakeholders aligned on scope and expectations • Monitor early performance signals and manage launch related issues or escalations • Serve as the primary relationship owner for a portfolio of employer partners • Lead recurring partner cadence, including meeting prep, agendas, recaps, and action follow through • Manage escalations, reporting requests, and cross functional coordination to ensure timely resolution and clear communication • Partner with internal teams and external stakeholders (employers, consultants, carriers) to support ongoing account needs • Identify opportunities to improve engagement, utilization, and partner experience • Support strategic account initiatives such as engagement campaigns, webinars, benefit season planning, and analytics driven storytelling

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role is for a Customer Success leader who wants to reinvent how scaled CS works using automation and AI. You’ll own a high-potential portfolio of 150–200 accounts, but more importantly, you’ll design the systems that allow one CSM to deliver impact at 10x leverage. - Design and operationalize a scaled CS engine using automation and AI tooling to deliver value across a large portfolio - Build and run one-to-many programs (webinars, office hours, enablement series, lifecycle campaigns), converting repeatable plays into automated workflows - Evaluate, source, and implement tooling that increases customer coverage, engagement, and expansion efficiency - Own gross retention and expansion across ~150–200 accounts, maintaining strong forecasting discipline and renewal rigor - Identify and execute expansion opportunities, building relationships with both technical buyers (web performance leads, mobile leads, SREs, Frontend Leads, VPs Eng) and executive sponsors (CTOs, CPOs) - Be a product and performance expert, serving as a subject matter expert in user-focused observability (mobile and web RUM, synthetic monitoring, and digital performance optimization) - Collaborate cross-functionally with Sales, Solutions Engineers, Marketing, and Product to drive retention, expansion, and customer advocacy Qualifications - 5+ years in Customer Success, Consulting, or Account Management - Proven ability to manage a large book of business and drive expansion through CS-led motion - Proven experience designing scalable CS programs using automation and AI tools (or a strong desire and track record of adopting emerging AI workflows) - Strong one-to-many communication skills, including experience using automation and scalable programs to deliver value - Comfort articulating both technical and business value to senior technical and executive stakeholders - Experience supporting developer-focused products (SDKs, integrations, APIs, observability platforms) - Background in web performance, RUM, APM, or observability and experience supporting web, frontend, platform, or digital experience teams - Able to operate with imperfect structure and build scalable processes from scratch Requirements - In the United States, the OTE annual compensation range for this role is $130,000 - $160,000. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. - Benefits include equity and other benefits as detailed on our careers page. - Though Embrace is a remote company, gathering is essential to our culture for collaboration and connection. - We like to ensure that all of our team members have the ability to travel so that they can attend occasional company events (like our annual company trip!), working sessions, or conferences with other team members. Benefits - Equity and other benefits as detailed on our careers page - Opportunity to attend occasional company events, working sessions, or conferences Company Description As the only user-focused observability solution built on OpenTelemetry, Embrace delivers crucial insights across both DevOps, web and mobile teams to illuminate real customer impact – not just server impact – to deliver the best app experiences. Customers like The New York Times, Ford, Marriott, Home Depot, and Cameo love Embrace’s observability platform because it makes extremely complicated and voluminous data actionable. Our cultural values highlight how we seek to improve as individuals, team members, and a company each and every day.

- Conduct consistent outreach to referral partners through email and phone, strengthening relationships and keeping Recover top-of-mind as a trusted treatment partner - Manage referral pipelines in our CRM, tracking outreach activity, partner engagement, and referral flow to ensure efficiency and accountability - Provide timely updates to referral partners to build trust and transparency - Maintain reporting calendars and coordinate with clinical and intake teams to deliver accurate, on-time reports - Identify gaps in referral relationships or communication, and work proactively with the Head of Partnerships to strengthen processes and outcomes

Job Title: Enterprise Client Success Manager (B2B SaaS) Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve. As the fastest growing company in the therapy EMR space and the new standard in healthcare technology, we’re looking to bring on an Enterprise Client Success Manager with personal ambitions to provide the optimal experience to our rehab therapy teams, ensuring their maximal success with Prompt. This role is an unprecedented opportunity to have an immense impact on our industry leading Customer Success Team that ranks 85 Net Promoter Score points higher than our competition (in other words, people love Prompt). We’re looking for someone willing to bring new ideas, take on big challenges, and is into doubling down on what works. We’re doing something special here and this role will be critical in taking Prompt to the next level. Why work for Prompt? - BIG Challenges: Here at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time. - Talented People: Prompt didn't happen by chance, it's a team of incredibly talented and proven individuals who all made their mark before joining forces to build the greatest software on the planet for rehab therapists. - Healthy Approach: This isn't an investment bank, we work long hours when it's needed, but at Prompt you own your workload and the entire organization takes a liking to smart work (over hard work). - Positive Impact: Prompt helps outpatient rehab organizations treat more patients and deliver better care with less environmental waste. That means less surgery and less narcotic-based pain treatment, all while turning a paper-heavy industry digital. We aren't enthralled with patting ourselves on the back everyday, but it does feel good :) The Role: As an Enterprise Client Success Manager, you will be responsible for driving the customer satisfaction, retention, and expansion among our largest customers. You will achieve this by building strong, long-term relationships and by ensuring Prompt consistently delivers exceptional customer value and increased product adoption. This role requires close collaboration with cross-functional teams to support the overall growth and success of your assigned accounts. You must be a Prompt platform expert, enabling you to guide your clients from onboarding to renewal and ensure they receive a world-class experience while maximizing their software investment. Key Responsibilities: - All post-sales activities including onboarding, product training, technical support, account management, and consultative guidance (within reason) - Build and nurture strong relationships with senior leaders, positioning yourself and the organization as a critical resource in achieving their strategic vision - Earn the right to be a trusted advisor by providing best practices, value-added guidance, and empathetic listening - Interact with C Suites of our largest clients on a daily basis - Foster customer loyalty through presenting product information, addressing customer issues, and helping your customers implement and best utilize our complete product suite - Be the main point of contact for Prompt’s largest most influential customers, with ownership over product utilization and customer expansion inclusive of converting live trials (enterprises engage in a trial period) to long-term customer contracts - Develop and deliver both periodic and frequent client success reviews focusing on client performance and effectiveness, strategic insights, and actionable recommendations that drive best in class results - Develop and maintain a deep understanding of our product offerings to effectively support, grow, and lead our enterprise customers - Have a strong understanding of the therapy industry in order to provide expertise to our clients throughout their lifecycle - Collaborate with team members and management in recommending and implementing improvement opportunities - Facilitate and quarterback conversations to the correct Prompt teammates including but not limited to: data transfer questions, EDI questions, billing related questions, feature requests Minimum Requirements: - Highly motivated to work in an extremely fast paced role where you will need to work outside normal working hours to support your customers as appropriate. Take on a much higher level of client expectation of readily available, fast, and highly effective support at most times of the day/week - Proficient in resolving customer concerns, addressing dissatisfied clients, and turning potentially negative interactions into positive ones - Skilled at identifying customer needs and presenting beneficial upsell opportunities - Ability to work independently with minimal supervision - Ability to travel up to 20% for client meetings or events - Exceptional communication and interpersonal skills, with a demonstrated ability to build and maintain relationships through all levels of an organization - Ability to understand corporate structures, identify key decision makers, and build direct relationships with those individuals - Negotiation and influencing skills - A team player, growth oriented mindset - Proficient in, or ability to learn business intelligence (BI) and advanced reporting software and capabilities - Highly Proficient in MS Excel - Very strong technical skills operating various software platforms, understanding and learning software must be a passion of yours - Be tech savvy and comfortable working in a live setting with various softwares - Clinical background and/or licensed rehab therapist experience in outpatient physical therapy clinics Perks - What you can expect: - Competitive salaries: - Remote/hybrid environment - Potential equity compensation for outstanding performance - Flexible PTO - Company-wide sponsored lunches - Company paid disability and life insurance benefits - Company paid family and medical leave - Medical, dental, and vision insurance benefits - Discounted pet insurance - FSA/DCA and commuter benefits - 401k - Complimentary subscription to digital fitness classes and wellness content - Recovery suite at HQ – includes a cold plunge, sauna, and shower Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. If you have any questions or concerns, please don't hesitate to reach out to our People Department. Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees Prompt Therapy Solutions, Inc is an E-Verify Employer.