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Client Success Enablement Manager

Hinge Health

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Customer Service

San Francisco, CA, USA

Posted on Wednesday, August 9, 2023

Hinge Health is moving people beyond pain by transforming the way it is treated and prevented. Connecting people digitally and in-person with expert clinical care, we combine advanced technology, AI and a care team of experts to guide people through personalized care directly from their phone. Our approach is proven to reduce pain by 68%, prevent 42% of new opioid prescriptions, and avoid more than half of joint replacement surgeries. Available to 18M people, Hinge Health is trusted by leading health plans and employers, including Land O’Lakes, L.L. Bean, Salesforce, Self-Insured Schools of California, Southern Company, State of New Jersey, US Foods, and Verizon.

Learn more at http://www.hingehealth.com

Hinge Health Hybrid Model:

We believe that remote work and in-person work have their own advantages and disadvantages, and we want to be able to leverage the best of both worlds. Employees in hybrid roles are required to be in the office 2 days/week. We will be expanding to 3 days/week in the office beginning April of 2024.

About the Role

The mission for this role is to drive key strategic initiatives for the Client Success team at Hinge Health with a focus on cross-functional program management in support of team goals and OKRs.

We are looking for a Client Success Enablement Manager that has a proven track record in project management, with the ability to oversee and own initiatives from inception to completion. 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. A strong customer-centric mindset, coupled with excellent communication and collaboration skills, is essential to fostering strong relationships with the client success team and other departments. Additionally, this individual must have a keen eye for identifying areas of improvement and implementing innovative solutions to optimize client success processes. Overall, a successful Client Success Enablement 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.

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WHAT YOU’LL ACCOMPLISH

Process Implementation: lead on projects between CS and our cross functional partners. Ensure key strategic projects (e.g. launching a new product to clients) stay on track by: engaging in cross-functional coordination, proactively seeking out feedback and pain points, and improving processes so workflows are scalable as our team/product grows.
Operations Management: lead on DnD and project management of new tools & processes to increase efficiency for the CS team. Contribute to error-free and efficient day to day team function by developing, documenting, and continuously improving team processes and tactics.
Strategic Initiatives: develop and ensure key strategic projects (e.g. launching a new product) stay on track in support of team goals and OKRs. Encourage cross-functional coordination, provide visibility into key metrics, and ensure required buy-in is in place, including executives.
Communications: align on key messaging across the Client Success team, working with key stakeholders to identify key themes.
Empowering Others: to be more confident and effective in their roles and supporting customers

WHAT WE'RE LOOKING FOR

Systems thinker: Highly analytical, able to break down a problem. Builds robust models / frameworks aimed at solving problems.
Project management: Able to manage multiple projects at once from discovery phase to execution within prescribed timelines, ensuring all success criteria are met.
Data Analysis: Able to design, conduct, interpret and present quantitative and qualitative analyses (this includes the ability to work effectively with the data team and manage analyses of others)
Change management: Able to influence stakeholders to affect process change. Thoughtful approach from planning to monitoring.
Communicate effectively: Leaders communicate in ways that convey both clarity of thought and rigor, while being concise - be that via prose or visual aids.
Think long-term: Leaders understand that great big trees start from small seeds nurtured over many years. Leaders don’t sacrifice long-term value for short-term results.
Are learn-it-alls: Leaders aren’t know-it-alls. They prioritize truth over being right, welcome contrary opinions, and continue to challenge themselves to get better every day.
Active listening and empathy: for the customer and employee journey - diagnosing pain points and designing new and improved experiences.

BONUS POINTS

The ideal candidate will have experience working in a Sales or Client Success Enablement role in a similar industry to Hinge Health. Startup experience is a plus but not a must.

WHAT YOU'LL LOVE ABOUT US

Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
Modern life stipends: Manage your own learning and development budget, use the mental health to support therapy costs, and lifestyle stipends to cover your favorite wellness services, and work-from-home equipment.
Flexible vacation and paid time off: Employees have flexibility to choose when, how, and why they take time off to rest and recharge. Exempt employees can take advantage of our flexible pto program. Nonexempt employees can utilize up to two weeks of sick time and up to 17 days of vacation per year, including mental health days.
In Office Perks: Daily lunch, coffee/tea and office snacks, and weekly social hours.
Other compensation: At Hinge Health, we want every employee to be invested and rewarded in the future success of the company. All full-time positions are eligible for equity.

About Hinge Health:

LinkedIn recently named Hinge Health one of the Top 50 Startups. Forbes, Fast Company, and Inc. have also recognized our technology, innovation, and culture.

Since our founding in 2014, we've raised more than $800 million from leading investors, including Coatue and Tiger Global. We work with 1000 customers across every industry and the public sector — including Salesforce, Verizon, and the State of New Jersey — to give more than 23 million people access to the care they need. We’re positioned to continue leading the market with unmatched investments in clinical research, care innovation, machine learning, AI, and computer vision.

Diversity and Inclusion:

We’re committed to building diverse teams that reflect the communities we serve. Visit hingehealth.com/diversity-equity-and-inclusion to learn more about what moves us.

Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.

By providing your information through this page or applying for a job at Hinge Health, you acknowledge that Hinge Health will collect, use, and process your information as part of our job application process. For more information on how Hinge Health processes your personal information, click here to view our Applicant and Personnel Privacy Notice.

Disclaimer:

There continues to be a significant increase in phishing attempts across all industries where fraudsters are impersonating real employees and sending fictitious job offers to applicants in a scheme to obtain sensitive information. Please note that we will never ask for your financial information at any part of the interview process including the post-offer stage, and will only correspond through @hingehealth.com domain email addresses.

If you encounter any suspicious activity, we recommend you cease all communication with the individual and consider reporting them to the U.S. FBI Internet Crime Complaint Center. If you would like to verify the legitimacy of an email you received from our recruiting team, please forward it to security@hingehealth.com

*Please do not send resumes via email*