Client Success Enablement Manager

Posted 12.8.23
Location
San Francisco, CA
Hinge Health is creating a new health care system, built around you. Accessible to 26 million members across 1,500 customers, Hinge Health is the #1 digital clinic for joint and muscle pain, delivering superior member outcomes and proven claims reductions. We pair the industry’s most advanced motion technology and wearable pain relief with a complete clinical care team of physical therapists, physicians, and board-certified health coaches to help people move beyond pain and reduce surgeries and opioid use. Hinge Health’s HingeConnect integrates with 1 million+ in-person providers to enable earlier interventions for avoidable MSK surgeries. Four in five health plans and employers with a digital MSK solution trust Hinge Health, 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 want to be able to leverage the best of both worlds. Some roles which require a greater degree of day-to-day collaboration will benefit from more in-person opportunities. Employees in Hybrid roles are expected to be in office 1 day/week (Wednesdays) in hub locations that have an office, and may be expanded to 2 days in 2024.
About the Role
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.
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