Enterprise Client Success Manager (B2B SaaS)

About the Role

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 for an Enterprise Client Success Manager to provide the optimal experience to our rehab therapy teams, ensuring their maximal success with Prompt. This role offers an unprecedented opportunity to make an immense impact on our industry-leading Customer Success Team, which ranks 85 Net Promoter Score points higher than our competition.

You will drive customer satisfaction, retention, and expansion among our largest customers by building strong, long-term relationships and ensuring Prompt consistently delivers exceptional 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, guiding clients from onboarding to renewal and maximizing their software investment.

Responsibilities

• Handle all post-sales activities including onboarding, product training, technical support, account management, and consultative guidance
• 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 clients implement and best utilize our complete product suite
• Serve as the main point of contact for Prompt’s largest and most influential customers, with ownership over product utilization and customer expansion, including converting live trials to long-term contracts
• Develop and deliver periodic and frequent client success reviews focusing on performance, strategic insights, and actionable recommendations
• Develop and maintain a deep understanding of our product offerings to effectively support, grow, and lead enterprise customers
• Provide industry expertise to clients throughout their lifecycle, leveraging a strong understanding of the therapy industry
• Collaborate with team members and management to recommend and implement improvement opportunities
• Facilitate and quarterback conversations to the correct Prompt teammates, including data transfer, EDI, billing, and feature requests

Requirements

• Highly motivated to work in an extremely fast-paced role with flexibility to support customers outside normal working hours
• 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 at all levels of an organization
• Ability to understand corporate structures, identify key decision makers, and build direct relationships with those individuals
• Strong negotiation and influencing skills
• Team player with a growth-oriented mindset
• Proficient in, or ability to learn, business intelligence (BI) and advanced reporting software
• Highly proficient in MS Excel
• Strong technical skills and passion for learning and operating various software platforms
• Tech-savvy and comfortable working in live settings with multiple software tools
• Clinical background and/or licensed rehab therapist experience in outpatient physical therapy clinics

Why Work for Prompt

• BIG Challenges: Solve complex and unique problems that have plagued the healthcare industry for decades.
• Talented People: Join a team of incredibly talented and proven individuals who built the greatest software for rehab therapists.
• Healthy Approach: Work smart, not just hard—own your workload in a balanced environment.
• Positive Impact: Help outpatient rehab organizations treat more patients, deliver better care, and reduce environmental waste by digitizing a paper-heavy industry.

Benefits

• Competitive salaries in a 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 retirement plan
• Complimentary subscription to digital fitness classes and wellness content
• Recovery suite at HQ, including a cold plunge, sauna, and shower

Pay

Compensation Range: $85,000 - $120,000