Client Success Manager- Mid Market

Hinge Health

6d • $76,608 - $139,104

About The Position

The Client Success Manager owns day-to-day relationships with employer clients and helps them maximize the benefits of Hinge Health programs. This client-facing role combines trusted advising, project management, product expertise, and coaching. The manager drives client adoption, reports on program value, manages escalations, expands product offerings, and secures renewals. The role works cross-functionally with Growth, Sales, Data, Marketing, Operations, Product, and Clinical teams, and contributes to best practices as the team grows.

The role focuses on achieving client enrollment goals through effective communications campaigns, maintaining client retention and satisfaction, supporting customer advocacy, and ensuring clients offer Hinge Health’s full suite of products. The successful candidate can manage a large book of employer clients, balance client needs with internal resources, and communicate effectively with internal and external stakeholders.

Requirements

• At least 2 years of experience in client success management.
• At least 2 years of experience effectively managing a large book of business across different stages of the account lifecycle.
• Ability to use tools and resources to monitor deadlines and deliverables.
• Ability to craft compelling stories using data-driven insights and make recommendations that influence customer decisions.
• Expert knowledge of the product, its specifics, functionalities, common use cases, and best practices; ability to answer client questions and present solutions.
• Ability to navigate a complex book of business, understand client culture, priorities, and goals, and communicate client needs internally to secure resources.
• Excellent project management, relationship-building, and communication skills with internal and external stakeholders.
• Ability to balance client needs with internal resources to drive retention and satisfaction.

Nice To Haves

• Startup experience.
• Experience at a high-growth company and understanding of its associated challenges.
• Understanding of employee benefits, digital health, and the startup work environment.
• Data integration proficiency.
• Advanced Excel knowledge and skills.

Responsibilities

• Own day-to-day relationships with employer clients and help them maximize the benefits of Hinge Health programs.
• Drive client adoption and report on program value.
• Manage client escalations and secure renewals.
• Develop and secure best-practice enrollment communications campaigns to help clients achieve annual enrollment goals.
• Maintain client retention and high client satisfaction, targeting 9/10+ NPS scores.
• Turn clients into advocates for sales references and Marketing/PR requests.
• Ensure clients offer Hinge Health’s full suite of products.
• Partner with Growth, Sales, Data, Marketing, Operations, Product, and Clinical teams.
• Contribute to best practices and adapt to evolving responsibilities as the team grows.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Support for employees and family members with gender-affirming care, family and fertility planning tools, and travel reimbursements when healthcare is unavailable locally.
• Traditional or Roth 401(k) retirement plan options with a 2% company match.
• Learning and development stipend.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed