Client Success Manager

Overview:

About the Role 

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. You will also have the opportunity to train, coach, and develop our CS Associates and Managers. 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.

The ideal candidate is excellent at building relationships, managing the demands of a full book of business, and knows how to effectively communicate 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 satisfaction year after year.

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

Basic Qualifications 

• 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.

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

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. For this position, our salary ranges are listed below by location:

CA, WA (Seattle), Boston Radius, Chicago Radius, CT, DC Radius, Houston Radius: $86,800 -$130,300

IL (ex Chicago), MD(ex DC Radius), MA (ex Boston Radius), NH (ex Boston Radius), NY (ex NYC Radius), RI (ex Boston Radius), TX (ex Houston), VA (ex DC Radius), WA (ex Seattle Radius), WI (ex Chi Radius), AK, CO, DE, GA, HI, MI, MN, NV, NC, OR, PA: $79,300 -$118,900

AL, AZ, AR, FL, ID, IN (ex Chicago), IA, KS, KY, LA, ME, MS, MO, MT, NE, NM, ND, OH, OK, SC, SD, TN, UT, VT, WV, WY: $71,700 -$107,600

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.

Learn more at http://www.hingehealth.com

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. Visit hingehealth.com/diversity-equity-and-inclusion to learn more about what moves us. 

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.