Client Success Operations Manager, Hinge Health
$108-162k
+ Equity
3 days a week in office
Digital clinic for joint and muscle pain
Be an early applicant
Digital clinic for joint and muscle pain
1001+ employees
Be an early applicant
$108-162k
+ Equity
3 days a week in office
1001+ employees
Company mission
To improve the lives of people suffering from chronic conditions, starting with musculoskeletal conditions like back and joint pain.
Role
Who you are
- This individual must have a keen eye for identifying areas of improvement and implementing innovative solutions to optimize and scale Client Success processes, with an emphasis on leveraging AI and automation
- A strong customer-centric mindset, coupled with excellent communication and collaboration skills, is essential to fostering strong relationships with the Client Success team and cross-functional departments
- 5+ years of experience in client success, operations, or a related field, with a proven track record of driving operational improvements and client satisfaction
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously
- Detail-oriented and highly organized, with a focus on process improvement and operational efficiency
Desirable
- Bachelor's degree in Business Administration, Operations Management, or a related field. MBA or other advanced degree is a plus
- Proficiency in CRM systems (e.g., Salesforce, Gainsight) and other client success tools and technologies
- Strong analytical skills, with the ability to interpret data and make data-driven decisions
- Experience in the healthcare or technology industry
What the job involves
- We are looking for a Client Success Operations Manager that has a proven track record in project management, with the ability to oversee and own initiatives from inception to completion
- Additionally, this individual should be adept at streamlining complex information into easily digestible and actionable formats, ensuring that the Client Success team can access and leverage it effectively
- Overall, a successful Client Success Operations Manager should bring a unique blend of project management expertise, data organization proficiency, and a relentless dedication to enhancing the team's performance and, ultimately, client satisfaction and retention
- Manage team scaling projects, including a focus on leveraging AI and other automation. Partner with engineering to design and implement initiatives that will increase our ability to provide value to clients with less manual time spent
- Identify Client Success team challenges and propose solutions
- Facilitate team communication and prioritization
- Conduct and analyze team surveys
- Oversee subject matter experts and special projects for Client Success and cross-functional teams
- Leverage member testimonials to drive client retention
- Partner with cross-functional support teams to keep teams up-to-date with client-specific information
- Leverage and enhance the usage of tools and systems, such as Gainsight
Our take
Musculoskeletal (MSK) conditions are prime concerns for individuals and employers. In fact, 1 in 2 Americans experience some form of back and joint pain. Hinge Health has created a platform that brings treatment providers and patients together in order to prevent, treat and rehabilitate a variety of MSK conditions.
MSK spending has nearly doubled from $10 billion to almost $20 billion over the last 10 years. Analysis by Hinge Health indicates that MSK is an employer's highest medical claim expense. Despite this, patient results have not improved, which has led to a reported 70% of employers looking to adopt a digital MSK solution.
This wealth of opportunity has led to Hinge Health providing digital MSK clinics for employees at 1000+ companies, including Salesforce, US Foods and Boeing. With a valuation of over $6 billion, the company stands as one of the most valuable startups in digital health, and will be pursuing profitability as it prepares for a possible IPO.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
64% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Oct 2021
$400m
SERIES E
Jan 2021
$300m
SERIES D
Total funding: $825.8m
Company benefits
- Comprehensive medical, dental, and vision coverage
- We offer help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn't available where you live
- Manage your own learning and development budget
- Mental health and lifestyle stipends to cover your favorite wellness services, workout classes, gym subscriptions, and work-from-home equipment
- Flexible vacation and paid time off
Company values
- Put members first - Hinge Health focuses first on creating a magical experience for its members, then on the enterprise customer, and finally on what makes business sense. The order matters
- Create trust - Hinge Health checks its ego at the door and collaborates to help its entire team be successful. It's honest and transparent, and it honors commitments
- Learn it all - Hinge Health isn't a know-it-all. It prioritizes truth over being right, welcomes contrary opinions, and continues to challenge itself to get better every day
- Communicate effectively - Hinge Health communicates in ways that convey both clarity of thought and rigour while being concise — be that via prose or visual aids
- Innovate and take risks - Hinge Health takes smart bets and de-risks unknowns quickly and efficiently. It knows that it has to lose some bets to make big leaps towards the future it envisions. It thinks big and is willing to challenge the status quo
- Think long-term - Hinge Health understands that great big trees start from small seeds nurtured over many years. It doesn't sacrifice long-term value for short-term results
- Make results happen - Hinge Health measures outcomes by results and impact, not actions or good intentions. It says no to a lot of important opportunities to put maximum resources behind the few initiatives that will really move the needle
- Lead at all levels - Hinge Health excels at high-level strategy and values the intuition that comes from spending time with the details. It effectively allocates its time between the two and can tell when something needs closer attention, especially when metrics and anecdotes don't align
- Act like owners - Hinge Health shows good judgment in allocating resources in a way that's best for the company, not just its own teams. It has high standards because its name is on the door
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Gabriel Mecklenburg
(Executive Chairman)Studied at Cambridge and Imperial College London. They were the COO of Oxbridge Biotech Roundtable, and co-founded Marblar in 2012.
Daniel Perez
(CEO)Studied Biochemistry at Oxford before co-founding Marblar. Was founder and CEO of Oxbridge Biotech Roundtable.
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