Client Success Manager (Emerging Accounts)

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, Toyota, and Verizon.

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

Hinge Health Hybrid Model:

We believe that remote work and in-person work have their own advantages and disadvantages, and we want to be able to leverage the best of both worlds. Employees in hybrid roles are required to be in the office 3 days/week.

About the Role

In this fast paced  role, you will be responsible for scaling a book of small to mid-sized clients, owning 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.

• 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.

• 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. 
• Operational mindset: Understands how systems work to produce a desired outcome. Looks for ways to improve existing processes to be able to work at scale.  

• 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

• 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