Client Success Manager- Emerging Accounts

ABOUT THE ROLE In this fast-paced role, you’ll 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’ll 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. We’re looking for someone who can balance client needs with internal resources to drive high retention, satisfaction, and program impact as our team and product portfolio continue to grow. WHAT YOU’LL ACCOMPLISH In your first 3 months: - 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. In your first 6 months: - 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. In your first year and beyond: - 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. WHO YOU ARE - A relationship-builder who can quickly earn trust with stakeholders at all levels and act as a respected thought partner to benefits leaders and consultants. - A data storyteller who can translate program results and trends into compelling narratives and clear business recommendations. - A product-minded operator who becomes a subject matter expert on Hinge Health’s solutions and confidently guides clients on how to get the most value. - A strategic influencer who can navigate clients at different stages of their lifecycle, drive alignment on best practices, and advocate for client needs internally. - An operational thinker who looks for ways to streamline processes, improve workflows, and manage a high-volume book of business efficiently. BASIC QUALIFICATIONS - Has 2+ years of experience in small business (SMB) account management, owning a growing book of ~150+ accounts and delivering measurable results. - 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. PREFERRED QUALIFICATIONS - 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 outcome…