Client Success Specialist: Mastermind Program

Full-Time | Remote | $5,500/month

About the Role
At Physical Therapy Biz, the Client Success Specialist is the person our members count on, from day one and long after. This isn't a background role. You're the friendly face, the steady hand, and the problem-solver that our members lean on as they grow their businesses.

Our clients are passionate clinical providers who took the leap into entrepreneurship. Your job is to make sure they feel like that was the best decision they ever made; by delivering a smooth onboarding experience, building genuine relationships that keep them engaged, and creating moments that turn satisfied members into loyal advocates.

You'll primarily support our flagship Mastermind program, with occasional support for our Clinical Rainmaker program. If you love helping people win, take pride in the details, and thrive in a role where no two days look exactly the same, this one's for you.

What You'll Do
Member Onboarding
Set the tone from day one. You'll guide new Mastermind members through their onboarding experience: sending agreements, confirming paperwork, scheduling calls, and making sure each member feels fully welcomed and set up for success in the program.

Ongoing Member Success
Build the relationships that drive retention. You'll stay close to each member throughout their year in the program by monitoring engagement, highlighting wins publicly, proactively reaching out to members who may need support, and fielding any questions or concerns that come up.

Renewal & Retention
Own the renewal cycle. You'll facilitate the annual renewal process, generating health scores for members, coordinating with the sales team, and ensuring at-risk members get the right support before their renewal date.

Data & Reporting
Keep the team informed. You'll track weekly and monthly KPIs, including new members, churn, NPS scores, attendance, and group openings, and bring that data to regular team meetings so we can act quickly on what we see.

Events & Workshops
Show up in person and online. You'll support two annual live events (travel required) and two virtual workshops; managing logistics, tracking attendance, facilitating breakout groups, and helping members make the most of every touchpoint.

What We're Looking For
• A people person who genuinely enjoys helping others succeed
• Excellent written and verbal communicator; comfortable via email, text, and phone
• Highly organized with strong attention to detail and the ability to juggle multiple priorities
• Self-starter who can problem-solve independently in a fast-paced environment
• Comfortable managing multiple calendars and tracking data across platforms
• Aligned with our core values around integrity, excellence, and service
• Available for 40 hours/week, Monday–Friday, with Monday 9 AM EST team huddle
• Willing to travel twice per year for our in-person live events

Tools You'll Use
You don't need to be an expert in all of these on day one, but comfort learning new platforms quickly is a must.
• Circle: member community platform
• Monday.com: project management and tracking
• Slack: internal team communication

What Success Looks Like
In your first 30 days, you've completed onboarding, built relationships with key team
members, and are running the new member onboarding process independently.

At 90 days, you have a strong handle on the member roster, NPS tracking is running
smoothly, and members you've interacted with feel genuinely supported.

At 1 year, retention rates are strong, member feedback is consistently positive, and you're proactively identifying ways to improve the member experience.

Compensation & Benefits
• $5,500/month salary
• Full benefits package (details provided upon request)
• Remote-first role with a collaborative, mission-driven team
• Two paid trips annually for live member events

Physical Therapy Biz

We help cash-based physical therapists build a clinic and life they love.