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.

Responsibilities

• 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.
• 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.
• First year and beyond: Deliver high client retention and satisfaction (e.g., maintaining 9/10