Client Success Director, Hinge Health

• The ideal candidate will have 6+ years experience in enterprise account management and managing teams of 6+ in the employee benefits and digital health space
• Startup experience is a plus, but not a must
• They are able to successfully manage and develop their team, and are also willing to roll up their sleeves to help navigate the complexities of day-to-day account management
• Relationship-building: Authentically builds relationships with others at all levels, including clients, partners, and internal colleagues. Builds relationships as a trusted & respected thought-partner, not just as a vendor. Challenges the customer’s thinking through insight
• Product knowledge: Demonstrates subject matter expertise on our product and processes, with an ability to quickly learn new ones. Able to confidently address escalations and provide timely resolutions to both external and internal stakeholders. Must be able to seamlessly articulate Hinge Health’s value to our clients and strategic partners; understand and articulate data-driven models to support renewals and deliver reporting results that exceed the expectations of our clients
• Strategic influence: Able to effectively navigate the complexities of their team’s book of business with clients in multiple stages of their lifecycle. Ask the right questions to understand the client's objectives and be able to tailor their approach accordingly
• Communicate effectively: Able to communicate with internal and external stakeholders in ways that conveys both clarity of thought and rigor, while being concise - be that via prose or visual aids
• Think long-term: Does not sacrifice long-term value for short term results
• Create trust: Always acting in the best interest of our members, clients and the company. Able to get buy-in from internal/external stakeholders to balance resource allocation with maintaining high client satisfaction
• Make results happen: Measure performance by results and impact, not actions or good intentions. Strong business acumen and problem-solving skills. Put maximum resources behind the highest leverage initiatives that will really move the needle. Leverages reports & metrics to stay on top of their team’s book of business
• Lead at all levels: Proven track record of effectively hiring, managing, and developing CSMs in support of team goals and their professional development. Excel at high level strategy and value the intuition that comes from spending time in the details. Ability to motivate and inspire a team in a fast growing and changing environment

Desirable

• As a leader on the Client Success team, you’ll be responsible for the performance of your team’s book-of-business aligned with our Aetna national partnership, in addition to the management and development of our high performing Client Success Managers
• Team Leadership: Lead a team of high performing CSMs ensuring all KPIs are met and act as an Executive Sponsor to support retention goals and drive client engagement and advocacy. Implement improvements to our team processes to ensure success in a fast growing environment
• Long-term client management. Maintain strong client retention with high satisfaction across your team’s book of business. Collaborate with your team to navigate strategic/complex clients to achieve success
• Driving revenue. Partner with Enrollment Marketing to develop and deploy communication plans aimed at achieving enrollment goals for your clients
• Product Expansion. Ensure high adoption of new products and services within your team’s book of business
• Customer Advocacy. Lead initiatives with your team to turn clients into advocates. Partner with Sales and Marketing teams to fulfill sales references and Marketing/PR requests