Customer Success Manager – Chiropractic
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Job Description
Customer Success Manager ensuring positive patient experiences and care plan coordination for chiropractic practice. Supporting patients and helping optimize their care journey through empathy and effective communication.
Responsibilities:
- Serve as the primary point of contact for patient enquiries, concerns, and follow‑up needs.
- Build strong relationships with patients to support trust, compliance, and long‑term care.
- Conduct post‑appointment check‑ins, progress calls, and satisfaction follow‑ups.
- Manage service recovery for dissatisfied patients and escalate clinical concerns appropriately.
- Guide patients through their recommended care plans, ensuring understanding of goals, timelines, and expectations.
- Monitor patient adherence and proactively reach out to those who miss appointments or fall behind.
- Coordinate with chiropractors to adjust care plans based on progress or feedback.
- Track outcomes and identify opportunities to improve patient engagement.
- Ensure consistent messaging across reception, practitioners, and digital channels.
- Maintain high‑quality communication templates for SMS, email, and phone scripts.
- Support front‑desk staff with complex patient queries or escalations.
- Assist with scheduling optimisation to reduce gaps and improve practitioner utilisation.
- Implement patient retention strategies, including progress reviews and milestone recognition.
- Manage reactivation campaigns for inactive or overdue patients.
- Identify opportunities for additional services (e.g., decompression, rehab, wellness plans) based on patient needs.
- Track key metrics such as retention rate, reactivation rate, and care‑plan completion.
- Monitor patient feedback and identify trends affecting satisfaction or retention.
- Collaborate with the clinic manager to refine processes, reduce friction, and improve efficiency.
- Support onboarding of new patients to ensure a smooth first‑visit experience.
- Maintain accurate records in the practice management system.
Requirements:
- Warm, confident communicator with strong interpersonal skills.
- Highly organised with excellent follow‑through.
- Ability to manage sensitive conversations with empathy and professionalism.
- Strong problem‑solving and service‑recovery skills.
- Comfortable with digital tools (practice software, CRM, email, SMS platforms).
- Understanding of chiropractic care principles (training provided).
- High patient satisfaction scores.
- Increased care‑plan completion rates.
- Reduced cancellations and no‑shows.
- Strong patient retention and reactivation metrics.
- Smooth communication flow between patients and practitioners.
- Positive feedback from clinicians and admin staff.
Benefits:
- Work from home
- Mon - Fri: 7:00 AM – 4:00 PM PHT (*adjustments will be made for daylight saving time*)
- HMO with 2 free dependent and medical reimbursements
- Government-mandated benefits
- Opportunities to work with leading companies in Australia and beyond
- Training programmes for career development
- Engaging company outings, team activities and wellness sessions
- Supportive, inclusive culture
- Dedicated managers focused on your growth and success
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