CSM Mid Market

Job description

THE OPPORTUNITY Every day, millions of people struggle with musculoskeletal (MSK) pain — and Hinge Health is changing the way they access care. As a Client Success Manager – Mid Market, you'll be at the heart of that mission: owning the day-to-day relationships with our employer clients and making sure they get maximum value from the Hinge Health platform. This is a fast-paced, cross-functional role where you'll partner with Growth, Sales, Data, Marketing, Operations, Product, and Clinical teams to drive adoption, secure renewals, expand product offerings, and turn clients into long-term advocates. If you thrive as a trusted advisor who can blend strategic thinking with hands-on execution, this role is built for you. WHAT YOU'LL ACCOMPLISH In your first 3 months, you will ramp up on our product, internal tools, and client lifecycle processes. You'll build relationships with your book of Mid Market clients, complete onboarding with your team, and begin independently managing day-to-day client needs while leaning on established talk tracks and templates. In your first 6 months, you will take full ownership of your book of business and drive best-practice enrollment communications campaigns aimed at achieving annual enrollment goals. You'll begin crafting compelling data-driven stories for clients, consistently securing buy-in on standard communications plans with a 95%+ opt-in rate. In your first year, you will: - Drive revenue by ensuring your clients maximize the impact of Hinge Health's enrollment communications. - Ensure 100% client retention with world-class satisfaction (9+ NPS scores). - Turn clients into advocates, recruiting them into our First Movers program and partnering with Commercial teams to fulfill sales references and Marketing/PR requests. - Expand product adoption by ensuring your clients are offering Hinge Health's full suite of products to maximize member impact. - Contribute to team excellence by serving as an onboarding buddy and helping establish best practices as our team grows. WHO YOU ARE - A Trusted Advisor: You build genuine, long-lasting relationships with clients at all levels. You understand their goals, anticipate their needs, and make every interaction count. - A Data Storyteller: You don't just report numbers — you craft a compelling narrative using data-driven insights to influence customer decisions and demonstrate program value. - A Results-Maker: You embody our "Make Results Happen" principle — navigating your day-to-day with purpose, consistently providing on-time, high-quality deliverables, and making meaningful progress toward OKRs. - A Learn-It-All: You're curious about digital health, excited to master our product, and eager to evolve as our team and business grow. - A Strong Communicator: You're a confident presenter who can tailor talk tracks to each client while conveying core messages, and you lead meetings effectively with internal and external stakeholders. BASIC QUALIFICATIONS - 2+ years of experience in client success, account management, or a related client-facing role - Demonstrated ability to manage a book of business across various stages of the client lifecycle, using tools and resources to monitor deadlines and deliverables - Experience building relationships with diverse stakeholders (clients, consultants, health plans, cross-functional partners) - Ability to tell stories with data — pulling meaningful insights from reports and presenting recommendations that drive customer decisions - Strong written and verbal communication skills, including confident presentation abilities PREFERRED QUALIFICATIONS - Experience at a high-growth or startup company and comfort navigating the associated ambiguity - Familiarity with employee benefits, digital health, or the broader healthcare ecosystem - Data integration proficiency and advanced Excel skills - Experience with client success platforms (e.g., Gainsight, Salesforce) 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 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. https://www.hingehealth.com/about/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 https://app.ashbyhq.com/admin/organizational-settings/theme#.