Client Success Manager- Mid Market

THE OPPORTUNITY 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. 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. 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. WHO YOU ARE The ideal candidate will have 2 or more years of experience in client success management. Startup experience is a plus, but not a must. They are excellent at project management, building relationships at all levels, managing the demands of a full book-of-business consisting of employer clients, and an expert of communicating effectively 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 retention and satisfaction year after year. BASIC QUALIFICATIONS - Project Management: 2+ years of experience effectively managing a large book of business in various stages of account lifecycle and effectively to use tools and resources to monitor deadlines and deliverables. - 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. PREFERRED QUALIFICATIONS - 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 ABOUT HINGE HEALTH Hinge Health leverages software, including AI, to largely automate care for joint and muscle health, delivering an outstanding member experience, improved member outcomes, and cost reductions for its clients. The company has designed its platform to address a broad spectrum of MSK care—from acute injury, to chronic pain, to post-surgical rehabilitation—and the platform can help to ease members’ pain, improve their function, and reduce their need for surgeries, all while driving health equity by allowing members to engage in their exercise therapy sessions from anywhere. The company is headquartered in San Francisco, California. L