CSM Mid Market

CSM Mid Market 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 HEA ... (truncated, view full listing at source)