Client Success Manager

Jobtailor; San Francisco (CA); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Hinge Health seeks a Client Success Manager to own relationships with employer clients and maximize program value.

You will drive adoption, reporting, and renewals while coaching a team and collaborating with Growth, Sales, Data, Marketing, Operations, Product, and Clinical teams.

Qualifications

• 2+ years of experience as a Client Success Manager in digital health.
• Experience building relationships with employers and/or health plans.
• Ability to communicate with clients, consultants, health plans, and cross-functional partners.
• Ability to build relationships at all levels as a trusted partner.
• Ability to craft compelling stories using data-driven insights.
• Subject matter expertise in product specifics, functionalities, use cases, and best practices.
• Ability to navigate complex books of business and client lifecycles.
• Clear, concise, and rigorous communication using prose or visuals.

Responsibilities

• Own day-to-day relationships with employer clients.
• Ensure clients maximize benefits from Hinge Health programs.
• Train, coach, and develop CS Associates and Managers.
• Serve as trusted adviser, project manager, product expert, and coach.
• Drive client adoption and report on program value.
• Manage escalations and secure renewals.
• Expand product offerings through client insights.
• Partner cross-functionally with Growth, Sales, Data, Marketing, Operations, Product, and Clinical.
• Contribute to best practices and evolving team responsibilities.
• Drive enrollment communications campaigns to meet annual enrollment goals.
• Ensure 100% client retention and high client satisfaction (9/10+ NPS).
• Turn clients into advocates for sales references and Marketing/PR requests.

Skills

Client Relationship Management

Data Analysis

Project Management

Program Reporting

Enrollment Campaigns

Advanced Excel Skills

Data Integration Proficiency

Education

Bachelor's Degree (preferred)

Job description

• Own day-to-day relationships with employer clients
• Ensure clients maximize benefits from Hinge Health programs
• Train, coach, and develop CS Associates and Managers
• Serve as trusted adviser, project manager, product expert, and coach
• Drive client adoption
• Report on program value
• Manage escalations
• Expand product offerings
• Secure renewals
• Partner cross-functionally with Growth, Sales, Data, Marketing, Operations, Product, and Clinical
• Contribute to best practices and evolving team responsibilities
• Drive enrollment communications campaigns to achieve annual enrollment goals
• Ensure 100% client retention and high client satisfaction, targeting 9/10+ NPS scores
• Turn clients into advocates for sales references and Marketing/PR requests
• Ensure clients offer Hinge Health's full suite of products to maximize member impact

Requirements

• At least 2 years of experience as a Client Success Manager within digital health
• Experience building relationships and managing a full book of business comprised of employers and/or health plans
• Ability to communicate effectively with clients, consultants, health plans, and cross-functional partners
• Ability to build relationships at all levels as a trusted and respected thought-partner
• Ability to craft compelling stories using data-driven insights
• Subject matter expertise in product specifics, functionalities, use cases, and best practices
• Ability to navigate complex books of business and client lifecycles
• Ability to analyze complex, high-quantity, and contradictory information to solve problems
• Clear, concise, and rigorous communication skills using prose or visual aids
• Bachelor's Degree strongly preferred
• Experience at a high-growth company
• Understanding of employee benefits, digital health, and startup work environments
• Data integration proficiency
• Advanced Excel knowledge and skills
• Willingness to work from the San Francisco office 3 days a week for a full typical business day
• Located in or willing to relocate to the San Francisco Bay Area
• Legally authorized to work in the United States

Core Competencies

Demonstrates expertise in client success management within digital health, focusing on relationship building, data-driven insights, and effective communication. Proven ability to drive client adoption, retention, and satisfaction while managing complex client lifecycles and cross-functional partnerships.

Highest-signal resume keywords

• Client Success Management
• Digital Health Expertise
• Data Integration Proficiency
• Advanced Excel Skills
• Relationship Building

Hard Skills

• Client Relationship Management
• Data Analysis
• Project Management
• Program Reporting
• Enrollment Campaigns

Soft Skills

• Effective Communication
• Coaching and Training
• Problem Solving
• Storytelling with Data
• Cross-Functional Collaboration

Industry Keywords

• Employee Benefits
• Health Plans
• Startup Environment
• High-Growth Company
• Client Retention