Client Success Delivery Manager

Job description

THE OPPORTUNITY In this high-impact, client-facing role, you’ll serve as a strategic force multiplier for our Client Executives, helping them retain and grow some of Hinge Health’s most complex enterprise accounts. You’ll anticipate client needs, remove friction from day-to-day execution, and orchestrate cross-functional partners so our clients see clear, measurable value from their MSK programs. Your work will directly shape client satisfaction, renewals, and expansion across a fast-growing commercial portfolio. WHAT YOU’LL ACCOMPLISH In your first 3 months: - Build trusted working relationships with Client Executives and cross-functional partners across Legal, Sales, Marketing, Clinical, and Product. - Learn our client portfolio, operating rhythms, and internal systems so you can quickly support high-priority deliverables (e.g., client reporting, ABR/QBR preparation, implementation and issue-resolution workflows). - Take ownership of execution for key client initiatives, ensuring tasks are clearly defined, owners are aligned, and deadlines are consistently met. In your first 6 months: - Lead key workstreams within high-stakes, multi-stakeholder initiatives (e.g., ABRs, competitive responses, renewals, product launches), coordinating inputs across teams and keeping projects on track without constant escalation. - Transform client data and feedback into clear, actionable insights and narratives that Client Executives can confidently bring to senior client stakeholders. - Create and refine playbooks, templates, and checklists that make it easier for Client Executives to run repeatable, high-quality client motions at scale. In your first year: - Identify patterns across your client portfolio that inform our commercial strategy, product roadmap, and go-to-market positioning. - Partner with Client Executives and internal teams to streamline internal processes, knowledge management, and tooling so the broader team can operate more efficiently. - Own and report on key success metrics for the projects and workstreams you lead, demonstrating your impact on client outcomes, retention, and growth. WHO YOU ARE - You’re a highly organized, proactive operator who takes pride in delivering excellent client service and smooth execution behind the scenes. - You thrive in a fast-paced, ambiguous environment, are comfortable juggling multiple projects, and know how to bring order and clarity to complex situations. - You build strong, trust-based relationships with cross-functional partners and are known as the person who can “get things done” and drive alignment without formal authority. - You are comfortable working with data and narratives—able to turn inputs from multiple systems and stakeholders into clear, concise, and compelling client-ready materials. - You care deeply about both the client experience and internal team efficiency and look for ways to continuously improve both. BASIC QUALIFICATIONS - 2+ years of experience in client success, account management, consulting, or strategic/operational roles supporting B2B or enterprise clients, with exposure to multi-stakeholder initiatives that impact business outcomes. - Experience coordinating cross-functional work across teams such as Sales, Marketing, Legal, Operations, Clinical, or Product to support client-facing deliverables or projects. - Strong project management and organizational skills with a track record of managing multiple concurrent projects, communicating clearly, and consistently meeting deadlines in a fast-moving environment. PREFERRED QUALIFICATIONS - Proven success building influential partnerships across departments to achieve complex business objectives and remove roadblocks for client-facing teams. - Experience serving as the central coordinator for multi-stakeholder initiatives, driving clarity, accountability, and follow-through without direct authority. - Subject matter depth in a client-facing or operations role that enables you to act as a trusted partner to internal stakeholders and quickly master new products, market dynamics, and industry trends. - Demonstrated ability to make sound decisions in ambiguous, high-pressure situations and manage trade-offs between competing priorities while maintaining focus on client impact and business outcomes. - Experience driving systematic improvements to processes, client experience, or team capabilities—experimenting with new approaches, learning from results, and scaling what works. - Operational mindset with an understanding of how internal systems, workflows, and tooling create business outcomes and experience identifying bottlenecks and designing solutions that improve efficiency and scalability. 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 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, and support your life outside of work with stipends aligned to modern ways of living. - Grow with us: Grow with us through discounted company stock via 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 regard 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, please let us know by reaching out to your recruiter. By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy. Beware of Phishing Attempts: We’ve noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We’ll never ask for financial details during the hiring process and only use “@hingehealth.com http://hingehealth.com” emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to security@hingehealth.com. Beware of Phishing Attempts: We've noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We'll never ask for financial details during the hiring process and only use "@hingehealth.com http://hingehealth.com" emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to security@hingehealth.com https://app.ashbyhq.com/admin/organizational-settings/theme#.