Senior Client Success Operations Manager (Gainsight Administrator)

Company: Hinge-Health
Location: San Francisco
Posted on: April 1, 2025

Job Description:

About the RoleWe're looking for an experienced Senior Client Success Operations Manager (Gainsight Administrator) who will be responsible for the strategic management and optimization of our Gainsight platform, driving significant enhancements within the Client Success (CS) team. The ideal candidate will have extensive experience with Gainsight, strong analytical skills and technical aptitude, and a commitment to enhancing client experiences through data-driven insights and CS team efficiencies. You will serve as an expert within the CS community, independently managing complex projects and collaborating cross-functionally to deliver impactful solutions that support organizational objectives.What You'll Accomplish

• Gainsight Management: Lead the configuration and administration of Gainsight, ensuring alignment with business processes. Architect and manage program areas while providing strategic oversight, including roadmap planning and best practices.
• Data Management: Ensure data integrity and accuracy through best practices for data entry and reporting. Create actionable reports and dashboards to monitor client health and engagement, and proactively address data quality issues.
• Training & Change Management: Deliver comprehensive training on Gainsight functionalities and serve as the primary contact for inquiries. Manage change initiatives and facilitate communication to ensure smooth adoption of enhancements.
• Cross-Functional Collaboration: Work with teams across Client Success, Commercial Operations, Sales, Marketing, and Product to align Gainsight capabilities with organizational goals and gather user feedback for continuous improvement.
• Project Leadership: Lead Gainsight-related projects, including feature implementations and system upgrades. Develop project plans and documentation to ensure successful execution aligned with team objectives.
• Strategic Insights: Analyze client data to identify engagement and retention opportunities, providing actionable recommendations to leadership. Leverage data to inform training and integrate the voice of the customer into our processes.
• Problem-Solving: Demonstrate a strong ability to analyze complex issues, propose effective solutions, and optimize workflows to enhance operational effectiveness.Hinge Health Hybrid ModelWe 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 3 days/week. The San Francisco office has a dog-friendly workplace program.Basic Qualifications
  • 3+ years of experience with Gainsight administration and management and 5+ years of experience in Client Success / Operations or similar role
  • Certified as a Gainsight Admin with hands-on experience in configuring Gainsight's capabilities
  • Strong analytical skills, capable of translating data insights into actionable recommendations
  • Proven project management experience, with a track record of leading and delivering on complex initiatives independently
  • Excellent communication and collaboration skills, with experience working across cross-functional teams and the ability to train and mentor team membersPreferred Qualifications
    • Healthcare + start-up experience is a plus
    • Extensive experience managing and configuring Gainsight features
    • Experience with other CRM platforms (i.e. SFDC) is a plus
    • Familiarity with data visualization tools and techniques
    • Proven ability to create documentation and training materials
    • Strong problem-solving skills and a growth mindset, focused on innovative solutionsCompensationThis position will have an annual salary, plus equity and benefits. Please note the annual salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. The annual salary range for this position is $136,000 - $204,000.About Hinge HealthHinge 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, City of Boston, US Foods, and Verizon.Learn more at 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 developmentDiversity and InclusionWe're committed to building diverse teams that reflect the communities we serve. Visit 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.
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Keywords: Hinge-Health, San Francisco , Senior Client Success Operations Manager (Gainsight Administrator), Executive , San Francisco, California