Enterprise Client Success Lead

ABOUT HIKE MEDICAL Hike Medical is building the defining company in musculoskeletal care. We sit at the intersection of AI, robotics, and healthcare, operating across three product lines: a proprietary AI-vision platform that turns a 30 second web-based foot scan into custom 3D-printed orthotics, an AI agent platform that automates the entire DME workflow from pre-visit processing to claims and revenue cycle, and SoleForge, our vertically integrated 3D printing factory producing custom medical devices at a scale the industry has never seen. Our customers are both the largest employers on earth and the biggest companies in orthotics and prosthetics. On the clinical side, we're live across the industry's largest national providers. On the employer side, Fortune 50 companies trust us to protect their on-their-feet workforces. But custom insoles are just the wedge. Our long-term vision is bionics: AI-designed, robotically manufactured orthotic and prosthetic devices at scale, replacing a fragmented, manual industry that hasn't changed in decades. Insoles today, full DME tomorrow, bionics by 2040. Read the full vision at bionics2040.com http://bionics2040.com. We've stealthily raised $22M through Seed and Series A backed by top-tier investors who invested early in companies like OpenAI, Anduril, and Mercury. We run a fast, results first, high ownership culture out of our new SF Rincon Hill office. If you want to work on problems that sit at the frontier of AI, manufacturing, and healthcare, this is the place. THE OPPORTUNITY You’ll be Hike’s first Customer Success Leader and first full-time hire fully dedicated to owning the post-sale customer lifecycle. You’ll lead our largest and most complex relationships across employers, healthcare institutions, and major ecosystem partners, making sure they launch successfully, see real outcomes, and grow with us. This role is an opportunity to manage a high-profile portfolio of our most important customers at any time, act as their go-to partner, and build the systems and rhythms that define Customer Success at Hike. This role is perfect for someone who is: - Energized by large-scale enterprises and complex, multi-stakeholder engagements - Extremely sociable and loves being in the middle of customer conversations - Highly organized (ideally the most organized person on their current team) and thrives when there’s a lot at stake You’ll work closely with the leadership team, Sales, Operations, Product, and be a core driver of revenue retention and expansion. WHAT WE’RE LOOKING FOR These are not hard-and-fast requirements, we care more about crisp execution and ownership than checking every box. - 2–3 years of benefits consulting experience with firms such as AON, Mercer, WTW, Gallagher, Lockton, etc., along with at least 1 year of experience at a digital health employee benefit technology organization in onboarding, implementation, customer success, or account management. - Healthcare, employer benefits, MSK, occupational health, or med-device experience - Experience working with large enterprises and complex programs (e.g., Fortune 100 employers, major health systems, large manufacturers) - Deep understanding of the HR/benefits buyer - Proven ability to concurrently manage many high-profile accounts in a high-pressure environment - Track record of driving adoption, renewals, and expansion in an existing book of business - Exceptionally strong relationship-building and communication skills, from operators to C-suite - Extremely sociable and comfortable leading customer meetings, workshops, and QBRs - Highly organized with a strong system for keeping projects, stakeholders, and actions on track - Experience partnering with Sales, Operations, Product, and Support - On-site in Boston NICE-TO-HAVES - Experience in venture-backed or high-growth early/growth-stage companies - Exposure to building or scaling CS processes and tooling (e.g., HubSpot) - Experience with complex implementations or rollouts across distributed workforces PRIMARY RESPONSIBILITIES - Customer Ownership: Act as the primary point of contact for our key customers to help build deep, trust-based relationships and ensure the success of the partnerships. Manage multiple complex engagements at once with tight project plans, clear communication, and zero dropped balls. - Onboarding & Launch: Lead end-to-end onboarding and rollout plans, coordinating with internal teams to ensure smooth deployment and strong early adoption. - Adoption, Outcomes & Renewal: Track and report on statuses of customer relationships and and proactively drive renewal and expansion opportunities. - Communicate Customer Sentiment Internally: Synthesize and share customer feedback with management team, Product, Operations, and Commercial teams to shape roadmap and focus on continuously improving the experience. - Systems & Scale: Help build best-in-class playbooks, processes, and reporting that allow Customer Success at Hike to effectively scale with the business. - Escalation Leadership: Own high-pressure escalations, coordinate cross-functional response, and turn issues into long-term improvements. WHAT YOU’LL GET - Competitive cash compensation + equity - Full medical, dental, and vision coverage - $15K relocation bonus if needed - The opportunity to help build Customer Success from the ground up at a category-defining company - Daily collaboration with the founding team and senior leadership - Free custom insoles (of course…)