Client Success Manager- Emerging Accounts

Summary

Hinge Health uses technology and an AI-powered, human-centered care model to scale healthcare delivery, beginning with musculoskeletal conditions. The Client Success Manager will manage a high-volume portfolio of emerging SMB accounts, driving program adoption, reporting, escalations, product expansion, retention, satisfaction, and renewals through cross-functional collaboration.

Responsibilities

• Build strong relationships with your book of small business (SMB) clients (150+ accounts), developing a deep understanding of their goals, enrollment strategies, and program success metrics
• Become an expert in Hinge Health’s MSK solutions, value story, and client-facing resources so you can confidently advise on best practices and answer product questions
• Drive revenue by securing best-practice enrollment communication campaigns aimed at achieving and surpassing annual enrollment goals across your book of business
• Own regular reporting and “data storytelling” for your clients—turning program metrics into clear insights and recommendations that influence decision-making and renewals
• Proactively manage escalations and risks, coordinating with internal stakeholders (e.g., Operations, Product, Clinical, and Support) to resolve issues and protect client satisfaction
• Deliver high client retention and satisfaction (e.g., maintaining 9/10+ NPS scores) across your portfolio by consistently executing best practices and strategic account plans
• Turn clients into advocates who provide references, testimonials, and participate in marketing/PR opportunities that fuel growth
• Drive product expansion by ensuring clients are offering Hinge Health’s full suite of MSK solutions to maximize member impact and program value
• Contribute to team and org-level best practices for managing an SMB book of business at scale, sharing learnings that improve operational efficiency and client outcomes

Skills

• • Has 2+ years of experience in small business (SMB) account management, owning a growing book of ~150+ accounts and delivering measurable results
• • Bachelor's degree in Business, Marketing, Communications, or a related field
• • Demonstrated ability to build and manage client relationships at scale while meeting or exceeding adoption, retention, and satisfaction targets
• • Experience at a high-growth or startup company and comfort operating in a fast-changing environment
• • Understanding of employee benefits, digital health, and/or the healthcare ecosystem
• • Strong analytical skills with proficiency in Excel or similar tools; comfortable working with program data and reporting to clients
• • Experience partnering cross-functionally with Sales, Marketing, Operations, Product, and Clinical teams to support client outcomes
• • Track record of turning satisfied customers into advocates through references, case studies, or PR/marketing collaborations

Qualifications

Must Haves

• • Has 2+ years of experience in small business (SMB) account management, owning a growing book of ~150+ accounts and delivering measurable results
• • Bachelor's degree in Business, Marketing, Communications, or a related field
• • Demonstrated ability to build and manage client relationships at scale while meeting or exceeding adoption, retention, and satisfaction targets

Nice to Haves

• • Experience at a high-growth or startup company and comfort operating in a fast-changing environment
• • Understanding of employee benefits, digital health, and/or the healthcare ecosystem
• • Strong analytical skills with proficiency in Excel or similar tools; comfortable working with program data and reporting to clients
• • Experience partnering cross-functionally with Sales, Marketing, Operations, Product, and Clinical teams to support client outcomes
• • Track record of turning satisfied customers into advocates through references, case studies, or PR/marketing collaborations

Benefits

• 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
• Discounted company stock through the ESPP with easy payroll deductions