Physiotherapist - Head of Customer Success

**About the Company**:
Kinexcs is an AI-driven digital health platform and wearables company with a mission to enable and empower people for mobility and a better quality of life. It is focused on reducing the burden of musculoskeletal conditions, which affects about 25% of the world's population. Their 1st product, KIMIA Recover, a continuous monitoring device for the knee joint, has obtained CE marking and HSA approval, and booked revenues from large implant companies and hospitals. It has recently won the Innomatch grant by the Temasek Foundation (one of the 6 among 256 companies across 32 countries), and is currently deployed in some of the largest public hospitals in Singapore. KIMIA Recover is a comprehensive recovery management solution providing reduction in number of hospital visits and complications. The product was also the National Winner and International Top 20 of the prestigious James Dyson Award 2020, and has gained traction with major public hospitals and orthopedic clinics. Their digital therapy platform, consisting of KIMIA Assess and KIMIA Move products, uses artificial intelligence technology for digital MSK assessment and therapy. This platform is capable of providing pre-consultation assessments and real-time exercise guidance and feedback to musculoskeletal patients, and is being adopted by some of the largest private healthcare providers in the region, along with large corporate players.

**Role Overview**

We are seeking a Physiotherapist - Head of Customer Success to lead our clinical engagement and customer success functions. This unique leadership role combines your physiotherapy expertise with strategic leadership to ensure that clinicians and healthcare providers extract maximum value from our products. You will lead onboarding, training, and continuous support for our clients while collaborating with Product, Sales, and Clinical Affairs to ensure adoption, retention, and satisfaction.

**Key Responsibilities**

Clinical Strategy & Customer Experience:

- Develop a tailored success strategy for clinical partners including hospitals, clinics, and rehab centers.
- Champion the integration of our platform into physiotherapy workflows and patient pathways.

Client Onboarding & Training:

- Lead onboarding and clinical training for new partners using KIMIA Recover, Assess, and Move.
- Create materials and programs that ensure confident and effective product usage.

Customer Retention & Growth:

- Ensure high engagement, adoption, and renewal across clients.
- Identify opportunities for upselling/cross-selling within clinical accounts.

Clinical Advocacy & Relationships:

- Build long-term partnerships with physiotherapists, orthopedic consultants, and clinic managers.
- Leverage successful customers as advocates through testimonials, case studies, and events.

Feedback Loop & Clinical Insight:

- Gather clinical feedback to guide product iterations and inform the R&D team.
- Monitor usage patterns and patient outcomes to drive continuous improvement.

Team Leadership:

- Build and lead a customer success and clinical engagement team.
- Mentor team members to grow their clinical communication and client-facing skills.

Collaboration & Process Building:

- Work cross-functionally with the Product, Clinical Affairs, Sales, and Support teams.
- Define and implement scalable clinical support playbooks and reporting mechanisms.

Success Metrics & Reporting:

- Track and report metrics like adoption rate, patient compliance, clinician satisfaction (CSAT), time-to-value, and retention.

**Qualifications & Experience**
- Bachelor’s or Master’s degree in Physiotherapy or related clinical field (Master’s preferred).
- 8-12+ years of clinical and/or healthtech experience, with at least 3+ years in a leadership or customer-facing role.
- Experience engaging with healthcare providers and/or deploying clinical software or devices.
- Excellent interpersonal, training, and relationship-building skills.
- Strong understanding of patient journey, clinical workflows, and digital therapy tools.
- Comfortable using CRM or customer success platforms (e.g., Salesforce, HubSpot, Gainsight).

Strategic thinker with a passion for improving healthcare outcomes through innovation