Client Success Manager

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 has at least 2 years of experience 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

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. 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, , IN (ex Chicago), IA, KS, KY, LA, ME, MS, MO, MT, NE, NM, ND, OH, OK,…