The OpportunityEvery 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 AccomplishIn your first 3 months: ramp up on product, internal tools, and client lifecycle processes; build relationships with your book of Mid Market clients; complete onboarding with your team; begin independently managing day-to-day client needs while leaning on established talk tracks and templates.In your first 6 months: take full ownership of your book of business; drive best-practice enrollment communications campaigns aimed at achieving annual enrollment goals; craft compelling data-driven stories for clients; consistently secure buy-in on standard communications plans with a 95%+ opt-in rate.In your first year: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 AreA Trusted Advisor: build genuine, long-lasting relationships with clients at all levels; understand their goals; anticipate their needs; make every interaction count.A Data Storyteller: craft a compelling narrative using data-driven insights to influence customer decisions and demonstrate program value.A Results-Maker: embody the “Make Results Happen” principle; navigate day-to-day with purpose; consistently provide on-time, high-quality deliverables; make meaningful progress toward OKRs.A Learn-It-All: be curious about digital health; excited to master the product; eager to evolve as the team and business grow.A Strong Communicator: confident presenter who can tailor talk tracks to each client while conveying core messages; lead meetings effectively with internal and external stakeholders.Basic Qualifications2+ 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 QualificationsExperience 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 HealthAt 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.What You'll Love About UsInclusive healthcare and benefits: comprehensive medical, dental, and vision coverage, plus 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: traditional or Roth 401k retirement plan options with a 2% company match.Modern life stipends: manage your own learning and development.
