Client Success Manager

Summary

Hinge Health uses technology and an AI-powered, human-centered care model to improve healthcare outcomes, experiences, and costs, starting with musculoskeletal conditions. The Client Success Manager owns relationships with employer clients, drives program adoption and value, manages escalations and renewals, expands product offerings, and partners cross-functionally to deliver excellent client service.

Responsibilities

• 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

Skills

• • 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
• • 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

Qualifications

Must Haves

• • 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

Nice to Haves

• • 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

Benefits

• Equity
• Comprehensive medical, dental, and vision coverage
• Help with gender-affirming care for employees and their family members
• Tools for family and fertility planning
• Travel reimbursements if healthcare isn’t available where you live
• Traditional or Roth 401k retirement plan options with a 2% company match
• Modern life stipends to manage your own learning and development