Patient Success Manager

Department: Sales

Employment Type: Permanent - Full Time

Location: Austin, TX

Description

The Patient Success Manager is a high-impact, sales-minded role focused on guiding new and existing patients through their allergy or sinus care journey. You will own the relationship from the moment a patient schedules — helping them understand the value of care, overcoming objections, and empowering them to start and stay on treatment.

This is not a clinical role. It is a relationship, persuasion, and customer success position with a direct impact on company growth. Your job is to reduce cancellations, increase treatment conversion, and improve retention of long-term immunotherapy patients.

Work Location:
This role offers a hybrid work arrangement; however, on-site presence will be required during the initial training and onboarding period to ensure success and full integration with the team.

Why this role matters
Patients come to Aspire because they want their life back — fewer symptoms, fewer medications, and long-term solutions. But the journey can feel confusing or overwhelming without guidance.

• You become their trusted advisor, helping them:
• Understand their diagnosis
• Move forward confidently
• Stay on track with treatment
• Achieve long-term results

You will truly change people’s lives — while also being a key driver of Aspire’s growth.

What You'll Be Doing

 1. Convert Scheduled Patients Into Kept Appointments

• Build immediate rapport through warm, proactive outreach
• Reinforce why the patient scheduled and the benefits they’re seeking
• Handle concerns (time, cost, symptoms improving, anxiety, etc.)
• Reduce no-shows and cancellations through strategic messaging

 2. Convert Allergy Tests Into Treatment Starts

• Follow up after allergy testing to explain next steps clearly
• Frame treatment benefits in motivating, patient-centered language
• Address common objections (cost, time commitment, concerns about shots/drops)
• Help patients take the next step and begin SCIT or SLIT therapy

 3. Drive Long-Term Immunotherapy Retention

• Build a personal relationship with each patient
• Proactively check in at key intervals (2 weeks, 6 weeks, 3 months, 6 months)
• Encourage adherence and maintain motivation
• Manage refill cycles and ensure continuity of care
• Resolve friction points before they become dropout reasons

 4. Support Sinus Surgery Candidate Conversion 

• Guide patients through decisions and expectations
• Reinforce benefits and outcomes they can expect
• Reduce surgery cancellations (often high due to anxiety, cost, timing)

 5. Own Your Numbers

• You will be responsible for improving:
  • Appointment kept rate
  • Allergy test → treatment conversion
  • Surgery cancellation reduction
  • Immunotherapy retention
  • Patient satisfaction / experience scores
  • This role directly drives Aspire’s top-line and long-term revenue.

What we're looking for

High-Performance Sales & Communication Skills

• You understand how to build trust quickly
• You know how to guide someone through a decision
• You can influence without pressure and overcome objections gracefully
• You can make complex ideas simple and meaningful

Customer Success & Relationship Building

• You enjoy helping people succeed and stay engaged
• You know how to follow up, check in, and nurture relationships
• You value consistency and accountability

Required qualifications:

• 2+ years in customer success, sales, retention, or other customer-facing roles
• Demonstrated success achieving performance goals or KPIs
• Strong communication, rapport-building, and objection-handling skills
• Highly organized with ability to manage a large portfolio of patients/customers
• Comfortable in a fast-paced environment with measurable expectations
• Proficient with CRM or customer management tools (or willing to learn)
• High emotional intelligence and ability to guide decision-making

Benefits

• Competitive base salary + performance bonuses tied to patient conversion and retention metrics
• Career growth into senior sales, retention, or leadership tracks
• Medical, Dental and Vision Insurance
• Generous Paid Time Off and Paid Holidays
• 401(k) + Generous Employer Match
• Life Insurance
• ... AND MORE!