Client Success Specialist

Summary

Join Prompt, a rapidly growing healthcare technology company, as a Client Success Specialist and make a significant impact on our industry-leading Customer Success Team. This role involves onboarding and supporting small- to mid-sized clients using our PredictionHealth product. You will build strong client relationships, provide proactive support, and ensure seamless product adoption. The position requires collaboration with various teams to achieve client satisfaction and retention. This is an excellent opportunity for individuals who thrive in fast-paced environments and prioritize customer success. You will leverage data insights to guide client strategy and improve processes. The role combines high-touch client guidance with operational and technical responsibilities.

Requirements

• Background as a PT, PTA, OT, SLP, or rehab clinic administrator
• 0–2 years in a customer-facing role in SaaS, healthcare, or support
• Strong communication, interpersonal, and problem-solving skills
• Comfortable working with various software platforms and digital tools
• Customer-first mindset with the ability to manage multiple priorities

Responsibilities

• Client Onboarding & Training
• Manage new client setup, configurations, and training sessions
• Guide clients through implementation processes
• Deliver onboarding webinars and Q&A sessions tailored to clinical teams
• Help customers adopt core and premium product features for optimal use
• Client Relationship Management
• Build strategic and supportive relationships with clients post-onboarding
• Serve as the main point of contact for assigned client accounts
• Collaborate with teams to escalate and resolve technical or workflow challenges
• Provide workflow-specific guidance, especially for rehab therapy clients
• Support & Client Issue Resolution
• Respond to customer inquiries via email, webinars, or support platforms
• Assist with support ticket escalations, ensuring timely and effective resolutions
• Identify trends in client issues and communicate these to product or engineering teams
• Customer Success & Retention
• Monitor client KPIs such as engagement, satisfaction, and retention rates
• Develop strategies to prevent churn and increase adoption of new features
• Identify upsell opportunities based on client needs and business goals
• Cross-Team Collaboration
• Partner with Sales for smooth client handoffs
• Work closely with Product and Engineering teams
• Share customer feedback and insights to influence product development
• Systems, Tools & Data Management
• Maintain accurate records in CRM systems (e.g., Salesforce, HubSpot)
• Leverage data insights to guide client strategy and improve processes
• Lead and contribute to internal initiatives that optimize team efficiency

Preferred Qualifications

• Background as a PT, PTA, OT, SLP, or rehab clinic administrator
• Experience with EMR systems and understanding of clinic workflows
• Proficiency in MS Excel and technical troubleshooting
• Experience in outpatient physical therapy or rehab setting
• SaaS customer success experience

Benefits

• 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
• Credits for online and in-person fitness classes/gym memberships
• Recovery suite at HQ – includes a cold plunge, sauna, and shower