Client Success Manager, Emerging Accounts

About the Role

In this fast paced  role, you will own the day-to-day relationships with  your book of business and ensuring they are maximizing the benefits from the Hinge Health programs. This role demands a little bit of everything, from account management, 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 will have 2+ years of experience in small business (SMB) account management, managing a growing book of business of 150+ accounts. Startup experience is a plus. Excellent at building relationships at all levels, managing the demands of a full book-of-business consisting of employer clients, an expert of communicating effectively with internal and external stakeholders, (e.g. clients, consultants, health plans, cross-functional partners, etc) with an eye towards operational efficiency.  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.

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

• 2+ years of experience in small business (SMB) account management, managing a growing book of business of 150+ accounts

• 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. Can influence clients to follow best practice recommendations to achieve desired goals and outcomes. 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

Compensation

Tier 2: CA, CT (ex NYC radius), Boston Radius, Chicago Radius, DC Radius, Houston Radius, NJ (ex NYC radius): $92,736.00 - $139,104.00

Tier 3: 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, NC, NV, OR, PA: $84,672.00 - $127,008.00

Tier 4: 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: $76,608.00 - $114,912.00

About Hinge Health

At Hinge Health, we’re using technology to scale and automate the delivery of healthcare – starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. With an AI-powered human-centered care model, Hinge Health leverages cutting-edge technology to improve outcomes, experiences and costs to help people move beyond their pain. The platform addresses a broad spectrum of MSK care – from acute injury, to chronic pain, to post-surgical rehabilitation – through personalized, evidence-based care. 

As the preferred partner to 50+ health plans, PBMs and other ecosystem partners, Hinge Health is available to over 20 million people across more than 2,550 employers. The company is headquartered in San Francisco with additional offices in Montreal and Bangalore. 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

• Grow with us through discounted company stock through our ESPP with easy payroll deductions.

Culture & Engagement

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.

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