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Senior Client Success Manager

Hinge Health
On-site
United States

Hinge Health is creating a new health care system, built around you. Accessible to 26 million members across 1,500 customers, Hinge Health is the #1 digital clinic for joint and muscle pain, delivering superior member outcomes and proven claims reductions. We pair the industry’s most advanced motion technology and wearable pain relief with a complete clinical care team of physical therapists, physicians, and board-certified health coaches to help people move beyond pain and reduce surgeries and opioid use. Hinge Health’s HingeConnect integrates with 1 million+ in-person providers to enable earlier interventions for avoidable MSK surgeries. Four in five health plans and employers with a digital MSK solution trust Hinge Health, including Land O’Lakes, L.L. Bean, Salesforce, Self-Insured Schools of California, Southern Company, State of New Jersey, US Foods, and Verizon. Learn more at http://www.hingehealth.com


Work From Anywhere

For this position the individual  has the flexibility to work anywhere, within the US.


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.

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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


WHAT WE'RE LOOKING FOR
  • 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. 


BONUS POINTS
  • Have an understanding of employee benefits, digital health, and the startup work environment
  • Data integration proficiency, advanced Excel knowledge and skills


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 budget, use the mental health to support therapy costs, and lifestyle stipends to cover your favorite wellness services, and work-from-home equipment.
  • Flexible vacation and paid time off: Employees have flexibility to choose when, how, and why they take time off to rest and recharge. Exempt employees can take advantage of our flexible pto program. Nonexempt employees can utilize up to two weeks of sick time and up to 17 days of vacation per year, including mental health days.
  • In Office Perks: Daily lunch, coffee/tea and office snacks, and weekly social hours.
  • Other compensation: At Hinge Health, we want every employee to be invested and rewarded in the future success of the company. All full-time positions are eligible for equity.


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$90,000 - $163,400 a year
Consider the range above plus equity, and benefits.  Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location.

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About Hinge Health:

LinkedIn recently named Hinge Health one of the Top 50 Startups. Forbes, Fast Company, and Inc. have also recognized our technology, innovation, and culture.


Since our founding in 2014, we've raised more than $800 million from leading investors, including Coatue and Tiger Global. We work with 1000 customers across every industry and the public sector — including Salesforce, Verizon, and the State of New Jersey — to give more than 23 million people access to the care they need. We’re positioned to continue leading the market with unmatched investments in clinical research, care innovation, machine learning, AI, and computer vision.


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.


By providing your information through this page or applying for a job at Hinge Health, you acknowledge that Hinge Health will collect, use, and process your information as part of our job application process. For more information on how Hinge Health processes your personal information, click here to view our Applicant and Personnel Privacy Notice.


Disclaimer:

There continues to be a significant increase in phishing attempts across all industries where fraudsters are impersonating real employees and sending fictitious job offers to applicants in a scheme to obtain sensitive information. Please note that we will never ask for your financial information at any part of the interview process including the post-offer stage, and will only correspond through @hingehealth.com domain email addresses.


If you encounter any suspicious activity, we recommend you cease all communication with the individual and consider reporting them to the U.S. FBI Internet Crime Complaint Center. If you would like to verify the legitimacy of an email you received from our recruiting team, please forward it to security@hingehealth.com


*Please do not send resumes via email*






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