Client Success Manager, Emerging Accounts

Client Success Manager, Emerging Accounts 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. About the Role In this fast paced role, you will own 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. 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. Basic Qualifications - 2+ years of experience in small business (SMB) account management, managing a growing book of business of 150+ accounts - 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. Preferred Qualifications - 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 Compensation Tier 2: CA, CT (ex NYC radius), Boston Radius, Chicago Radius, DC Radius, Houston Radius, NJ (ex NYC radius): $92,736.00 - $139,104.00 Tier 3: IL (ex Chicago), MD(ex DC Radius), MA (ex Boston Radius), NH (ex Boston Radius), NY (ex NYC Rad ... (truncated, view full listing at source)