Client Success Manager- Emerging Accounts

Job description

ABOUT THE ROLE In this fast-paced role, you’ll own day-to-day relationships with a high-volume book of emerging accounts, ensuring clients maximize the value of Hinge Health’s MSK programs. You’ll act as a strategic partner and trusted advisor to your clients—driving adoption, reporting on program value, managing escalations, expanding product offerings, and securing renewals. This is a highly cross-functional role that partners with Growth, Sales, Data, Marketing, Operations, Product, and Clinical to deliver an outstanding client experience. We’re looking for someone who can balance client needs with internal resources to drive high retention, satisfaction, and program impact as our team and product portfolio continue to grow. WHAT YOU’LL ACCOMPLISH In your first 3 months: - Build strong relationships with your book of small business (SMB) clients (150+ accounts), developing a deep understanding of their goals, enrollment strategies, and program success metrics. - Become an expert in Hinge Health’s MSK solutions, value story, and client-facing resources so you can confidently advise on best practices and answer product questions. In your first 6 months: - Drive revenue by securing best-practice enrollment communication campaigns aimed at achieving and surpassing annual enrollment goals across your book of business. - Own regular reporting and “data storytelling” for your clients—turning program metrics into clear insights and recommendations that influence decision-making and renewals. - Proactively manage escalations and risks, coordinating with internal stakeholders (e.g., Operations, Product, Clinical, and Support) to resolve issues and protect client satisfaction. In your first year and beyond: - Deliver high client retention and satisfaction (e.g., maintaining 9/10+ NPS scores) across your portfolio by consistently executing best practices and strategic account plans. - Turn clients into advocates who provide references, testimonials, and participate in marketing/PR opportunities that fuel growth. - Drive product expansion by ensuring clients are offering Hinge Health’s full suite of MSK solutions to maximize member impact and program value. - Contribute to team and org-level best practices for managing an SMB book of business at scale, sharing learnings that improve operational efficiency and client outcomes. WHO YOU ARE - A relationship-builder who can quickly earn trust with stakeholders at all levels and act as a respected thought partner to benefits leaders and consultants. - A data storyteller who can translate program results and trends into compelling narratives and clear business recommendations. - A product-minded operator who becomes a subject matter expert on Hinge Health’s solutions and confidently guides clients on how to get the most value. - A strategic influencer who can navigate clients at different stages of their lifecycle, drive alignment on best practices, and advocate for client needs internally. - An operational thinker who looks for ways to streamline processes, improve workflows, and manage a high-volume book of business efficiently. BASIC QUALIFICATIONS - Has 2+ years of experience in small business (SMB) account management, owning a growing book of ~150+ accounts and delivering measurable results. - Bachelor’s degree in Business, Marketing, Communications, or a related field. - Demonstrated ability to build and manage client relationships at scale while meeting or exceeding adoption, retention, and satisfaction targets. PREFERRED QUALIFICATIONS - Experience at a high-growth or startup company and comfort operating in a fast-changing environment. - Understanding of employee benefits, digital health, and/or the healthcare ecosystem. - Strong analytical skills with proficiency in Excel or similar tools; comfortable working with program data and reporting to clients. - Experience partnering cross-functionally with Sales, Marketing, Operations, Product, and Clinical teams to support client outcomes. - Track record of turning satisfied customers into advocates through references, case studies, or PR/marketing collaborations. 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 60+ health plans, PBMs and other ecosystem partners, Hinge Health is available to over 20 million people across more than 2,800 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. - Grow with us: 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. 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’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#.