Client Success Manager

About the role

You will 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 will 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. You will balance client needs with internal resources to drive high retention, satisfaction, and program impact as the team and product portfolio continue to grow.

Key facts

What you'll do

• 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.
• 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.
• 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.
• Use data to identify at-risk accounts, prioritize outreach, and recommend actions that improve adoption and retention across a high-volume portfolio.
• Collaborate with Sales to identify expansion opportunities and support successful transitions from sales to delivery for new clients.
• Guide clients through workflow implementation, training, and change management to ensure smooth adoption of Hinge Health programs.
• Monitor competitive landscape and market trends to inform positioning and client conversations, helping to refine the value proposition.
• Partner with Marketing to develop client success stories, case studies, and communications that highlight program outcomes.
• Act as the primary point of contact for client inquiries, ensuring timely, accurate, and helpful responses that reinforce trust.

Requirements

• Has 2+ years of experience in small business (SMB) account management, owning a growing book of ~150+ accounts and delivering measurable results.
• Holds a 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.
• Comfortable operating in a fast-paced, high-volume environment where prioritization and attention to detail are essential.
• Strong written and verbal communication skills to advise clients, influence stakeholders, and represent Hinge Health professionally.
• Experienced using data to drive decisions, including comfort with reporting on program metrics and translating insights into actions.
• Proven track record of managing multiple stakeholders and coordinating cross-functional support to resolve client issues.
• Self-motivated with strong time management and organizational skills to handle a large portfolio and meet deadlines.
• Willingness to follow documented processes while contributing feedback to improve programs and workflows.

Nice to have

• 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.

Practical notes

• This is a remote US-based role.
• Full-time engagement.