Client Success Manager

Hinge Health; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Healthcare benefits

401k with company match

Learning & development stipend

Job summary

Hinge Health is seeking a proactive Client Success Manager to own day-to-day relationships with employer clients, train and coach CS Associates, and drive product adoption across the customer base. You will coordinate with cross-functional teams to maximize client value, secure renewals, and expand offerings.

The right candidate has 2+ years in client success within digital health, strong communication with diverse stakeholders, and a track record of high customer satisfaction.

Qualifications

• Must build and maintain trusted relationships with clients at multiple levels.
• Ability to craft data-driven stories to influence client decisions.
• Subject-matter expert on our product, with knowledge of use cases and best practices.
• Navigate complex books of business across client lifecycles and internal teams.
• Able to analyze conflicting information to identify root causes and solve problems.
• Communicate clearly with internal and external stakeholders, via prose or visuals.
• Think long-term to maximize sustained value for clients and the company.

Responsibilities

• Drive revenue by designing enrollment communications campaigns for clients.
• Maintain 100% client retention with high satisfaction (9/10+ NPS).
• Turn clients into advocates for references and marketing requests.
• Ensure clients access Hinge Health’s full suite of products for maximum impact.

Skills

Relationship-building

Data storytelling

Product knowledge

Strategic influence

Manages complexity

Effective communication

Long-term thinking

Education

Bachelor's degree

Tools

Excel

Data integration

Job description

About the Role

In this fast paced client-facing role, you will own day-to-day relationships with our employer clients and ensure they are maximizing the benefits from the Hinge Health programs. You will also have the opportunity to train, coach, and develop our CS Associates and Managers. This role demands a little bit of everything, from being a trusted adviser, 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.

The ideal candidate has at least 2 years of experience as a Client Success Manager within digital health, building relationships, managing the demands of a full book of business comprised of employers and/or health plans, and knows how to effectively communicate with internal and external stakeholders (e.g. clients, consultants, health plans, cross-functional partners, etc). We are looking for an individual who can effectively balance their client needs with internal resources to drive high customer satisfaction year after year.

What You'll Accomplish

• 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.

Basic Qualifications

• 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. Gain insight into client culture, priorities, and goals. Effectively convey client needs internally, driving the resources needed for successful client relationships.

• Manages Complexity: Able to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Able to ask the right questions to accurately analyze situations, acquire data and uncover root causes to difficult problems.

• Communicate effectively: Able to communicate with internal and external stakeholders in ways that conveys both clarity of thought and rigor, while being concise - be that via prose or visual aids.

• Think long-term: Does not sacrifice long-term value for short term results.

Preferred Qualifications

• Bachelor's Degree strongly preferred

• Experience at a high-growth company and understand the associated challenges

• Have an understanding of employee benefits, digital health, and the startup work environment

• Data integration proficiency, advanced Excel knowledge and skills

Compensation

This position will have an annual salary, plus equity and benefits. Please note the annual salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

About Hinge Health

At Hinge Health, we’re using technology to scale and automate the delivery of healthcare – starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. With an AI-powered human-centered care model, Hinge Health leverages cutting-edge technology to improve outcomes, experiences and costs to help people move beyond their pain. The platform addresses a broad spectrum of MSK care – from acute injury, to chronic pain, to post-surgical rehabilitation – through personalized, evidence-based care.

As the preferred partner to 50+ health plans, PBMs and other ecosystem partners, Hinge Health is available to over 20 million people across more than 2,550 employers. The company is headquartered in San Francisco with additional offices in Montreal and Bangalore.Learn more at http://www.hingehealth.com

What You’ll Love About Us

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.

• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.

• Modern life stipends: Manage your own learning and development

Culture & Engagement

Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.

By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy.