Client Success Operations Manager

Hinge-Health; San Francisco (CA); On-site; USD 108,000 - 162,000; Full time

Job summary

Join a forward-thinking company as a Client Success Operations Manager, where you'll lead innovative projects to enhance client satisfaction. This role is pivotal in streamlining operations, leveraging AI and automation to optimize processes. You'll work closely with cross-functional teams to ensure effective communication and implement data-driven solutions. If you thrive in dynamic environments and are passionate about enhancing client experiences, this opportunity is perfect for you. Be part of a mission-driven organization that values inclusivity and innovation in healthcare.

Benefits

Comprehensive medical, dental, and vision coverage

Gender-affirming care support

401k retirement plan with company match

Learning and development stipends

Qualifications

• 5+ years in client success or operations with a focus on improvements.
• Strong analytical skills and ability to interpret data effectively.

Responsibilities

• Manage team scaling projects leveraging AI and automation.
• Identify challenges and propose solutions for the Client Success team.

Skills

Project Management

Communication Skills

Analytical Skills

Customer-Centric Mindset

Detail-Oriented

Education

Bachelor's degree in Business Administration

MBA or other advanced degree

Tools

Salesforce

Gainsight

Job description

About the Role

We are looking for a Client Success Operations Manager that has a proven track record in project management, with the ability to oversee and own initiatives from inception to completion. This individual must have a keen eye for identifying areas of improvement and implementing innovative solutions to optimize and scale Client Success processes, with an emphasis on leveraging AI and automation. Additionally, this individual should be adept at streamlining complex information into easily digestible and actionable formats, ensuring that the Client Success team can access and leverage it effectively. A strong customer-centric mindset, coupled with excellent communication and collaboration skills, is essential to fostering strong relationships with the Client Success team and cross-functional departments. Overall, a successful Client Success Operations Manager should bring a unique blend of project management expertise, data organization proficiency, and a relentless dedication to enhancing the team's performance and, ultimately, client satisfaction and retention.

What You'll Accomplish

• Manage team scaling projects, including a focus on leveraging AI and other automation. Partner with engineering to design and implement initiatives that will increase our ability to provide value to clients with less manual time spent.
• Identify Client Success team challenges and propose solutions.
• Facilitate team communication and prioritization.
• Conduct and analyze team surveys.
• Oversee subject matter experts and special projects for Client Success and cross-functional teams.
• Leverage member testimonials to drive client retention.
• Partner with cross-functional support teams to keep teams up-to-date with client-specific information.
• Leverage and enhance the usage of tools and systems, such as Gainsight.

Basic Qualifications

• 5+ years of experience in client success, operations, or a related field, with a proven track record of driving operational improvements and client satisfaction.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
• Detail-oriented and highly organized, with a focus on process improvement and operational efficiency.

Preferred Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field. MBA or other advanced degree is a plus.
• Proficiency in CRM systems (e.g., Salesforce, Gainsight) and other client success tools and technologies.
• Strong analytical skills, with the ability to interpret data and make data-driven decisions.
• Experience in the healthcare or technology industry.

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. The annual salary range for this position is $108,000 - $162,000.

About Hinge Health

Hinge Health is moving people beyond pain by transforming the way it is treated and prevented. Connecting people digitally and in-person with expert clinical care, we combine advanced technology, AI and a care team of experts to guide people through personalized care directly from their phone. Our approach is proven to reduce pain by 68%, prevent 42% of new opioid prescriptions, and avoid more than half of joint replacement surgeries. Available to 18M people, Hinge Health is trusted by leading health plans and employers, including Land O’Lakes, L.L. Bean, Salesforce, Self-Insured Schools of California, Southern Company, City of Boston, US Foods, and Verizon.

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.

Diversity and Inclusion

We’re committed to building diverse teams that reflect the communities we serve. 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.