The Customer Success Manager (CSM) is responsible for ensuring every patient has a seamless, supportive, and positive experience throughout their care journey.
This role blends patient communication, care‑plan coordination, service recovery, and operational oversight to maximise patient satisfaction, retention, and clinical outcomes.
The CSM acts as the bridge between patients, practitioners, and administrative staff — ensuring clarity, consistency, and exceptional service at every touchpoint.
Patient Experience & Relationship Management 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.
Care Plan Coordination 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.
Clinic Communication & Workflow Support Ensure consistent messaging across reception, practitioners, and digital channels.
Assist with scheduling optimisation to reduce gaps and improve practitioner utilisation.
Retention, Reactivation & Growth Implement patient retention strategies, including progress reviews and milestone recognition.
Identify opportunities for additional services (e.
, decompression, rehab, wellness plans) based on patient need.