Client Success Manager, Hinge Health

• The ideal candidate will have 2+ years of experience in small business (SMB) account management, managing a growing book of business of 150+ accounts. Startup experience is a plus
• Excellent at building relationships at all levels, managing the demands of a full book-of-business consisting of employer clients, an expert of communicating effectively with internal and external stakeholders, (e.g. clients, consultants, health plans, cross-functional partners, etc) with an eye towards operational efficiency
• We are looking for an individual who can effectively balance their client needs with internal resources to drive high customer retention and satisfaction year after year
• Relationship-building: Able to build relationships at all levels as a trusted & respected thought-partner
• Data storytelling: Able to craft a compelling story using data-driven insights to make recommendations to influence customer decisions
• Product knowledge: Subject matter expert on our product, knowing the specifics and functionalities, and understanding common use cases and best practices. Able to confidently answer questions and present solutions to clients
• Strategic influence: Able to effectively navigate the complexities of a book of business with clients in multiple stages of their lifecycle. Can influence clients to follow best practice recommendations to achieve desired goals and outcomes. Effectively convey client needs internally, driving the resources needed for successful client relationships
• Operational mindset: Understands how systems work to produce a desired outcome. Looks for ways to improve existing processes to be able to work at scale

Desirable

• In this fast paced role, you will be responsible for scaling a book of small to mid-sized clients, owning the day-to-day relationships with your book of business and ensuring they are maximizing the benefits from the Hinge Health programs
• This role demands a little bit of everything, from account management, project manager, product expert, coach to other team members, and more
• You will be responsible for driving adoption with our clients, reporting on program value, managing escalations, expanding product offerings, and securing renewals
• This is a cross-functional role that partners with Growth, Sales, Data, Marketing, Operations, Product, and Clinical to provide excellent service for our clients
• The ideal candidate will also help contribute to best practices and be open to evolving responsibilities as our team grows
• Driving revenue: Secure best-practice enrollment communications campaigns aimed at achieving annual enrollment goals for your clients
• Long-term client management: Ensure 100% client retention with high client satisfaction (9/10+ NPS scores)
• Customer advocacy: Turn clients into advocates to fulfill sales references and Marketing/PR requests
• Product expansion: Ensure your clients are offering Hinge Health’s full suite of products to maximize member impact

• Comprehensive medical, dental, and vision coverage
• We offer help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn't available where you live
• Manage your own learning and development budget
• Mental health and lifestyle stipends to cover your favorite wellness services, workout classes, gym subscriptions, and work-from-home equipment
• Flexible vacation and paid time off

Total funding: $825.8m

Musculoskeletal (MSK) conditions are prime concerns for individuals and employers. In fact, 1 in 2 Americans experience some form of back and joint pain. Hinge Health has created a platform that brings treatment providers and patients together in order to prevent, treat and rehabilitate a variety of MSK conditions.