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: Austin, TX
This role follows a onsite work model. Candidates must reside in the Austin, TX area.

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!