Job description
Job Title: Client Success Specialist (B2B SaaS)
Company Overview:
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 a Client Success Specialist 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 40 Net Promoter Score points higher than our competition (in other words, people love Prompt). We’re looking for someone scrappy, 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:
The Client Success Specialist is responsible for onboarding and supporting small- to mid-sized clients in the rehab therapy software space with our PredictionHealth product. This role focuses on building strong client relationships, providing proactive support, and ensuring a seamless transition from onboarding to product adoption and long-term success. The role combines high-touch client guidance with operational and technical responsibilities, ensuring that customers extract maximum value from PredictionHealth’s solutions.
You will work closely with Sales, Product, and Support teams to ensure client satisfaction, retention, and long-term growth. This position is ideal for individuals who thrive in fast-paced environments, have a customer-first mindset, and enjoy driving value for healthcare teams through software.
Key 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.
Minimum 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.
Preferred (Nice-to-have) 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.
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
Credits for online and in-person fitness classes/gym memberships
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.
