Customer Success Manager

Aware Health Labs Inc; Salt Lake City (UT); Hybride; USD 90 000 - 110 000; Plein temps

Résumé du poste

Aware Health is a virtual-first MSK care and lifestyle medicine company enabling self-funded employers to reduce costs and improve outcomes. The Customer Success Manager will own a portfolio end-to-end, driving implementation, engagement, ROI, retention, and expansion, while serving as the primary relationship holder for employers, brokers, and members.

This hybrid San Francisco-based role requires in-office days Monday, Tuesday, and Thursday, with remote work not available.

Qualifications

• 4+ years in a Customer Success or Account Management role
• Background in health tech, employee benefits, self-funded health plans, MSK/physical therapy, digital health, TPA, or benefits consulting
• Familiarity with self-funded employer health plans, broker relationships, plan design and cost containment
• Demonstrated ability to read and communicate using claims data, utilization metrics, or healthcare cost analysis
• Proven track record of retention and growth across a book of business
• Excellent verbal and written communication skills

Responsabilités

• Own an account portfolio end-to-end, driving implementation, engagement, ROI, retention and expansion
• Build deep, trusted relationships with employers and brokers; be the go-to on all things Aware Health
• Lead renewals independently and partner with analytics to translate claims data into narratives
• Design and execute integrated marketing campaigns to drive member activation and engagement
• Act as project manager for new account launches across data, billing, marketing and onboarding
• Capture and surface member and employer feedback to inform product and clinical roadmaps

Connaissances

Customer Success

Account Management

Retention Strategy

Communication

Data interpretation

HR coordination

Description du poste

Aware Health is a virtual-first musculoskeletal (MSK) care and lifestyle medicine company helping self-funded employers reduce healthcare costs and improve outcomes for their members.

The Customer Success Manager will own a portfolio of accounts end-to-end, driving implementation, engagement, ROI, retention, and expansion. You'll serve as the primary relationship holder for your accounts, managing the employer, the broker, and the member experience simultaneously.

This is not an entry-level role. We're looking for someone who comes in ready to own their book, communicate with confidence in the language of employee benefits and self-funded health plans, and hit the ground running with minimal ramp time. If you've worked in health tech, employee benefits, a TPA, or a benefits consulting firm and you're looking to make the leap to a high-growth startup, we want to talk with you.

This is a hybrid role based in our San Francisco Financial District office, with required in-office days Monday, Tuesday, and Thursday. Remote work is not available for this position

What You'll Be Measured On

Member Engagement:Drive each account to at least 20% engagement, with an average of 25%+ across your book. You'll get there through targeted digital campaigns, HR coordination, onsite visits, and creative outreach strategies.

Customer ROI:Aware Health puts its fees at risk. You'll own the ROI model for each account and be responsible for delivering on it.

Net Revenue Retention (NRR):Your goal is 100% NRR, retaining existing revenue and identifying expansion opportunities within your book.

What You'll Own

Account Management & Retention

Build deep, trusted relationships with employers and brokers; serve as their go-to on all things Aware Health

Maintain current account plans for every customer, clearly documenting health, risks, open commitments, and renewal timelines

Lead renewals independently, with support from leadership on complex situations

Partner with the analytics team to analyze claims data, utilization, engagement, and cost containment metrics, and translate those into clear, compelling QBR narratives

Identify upsell and cross-sell opportunities and advance those conversations in partnership with the sales team

Member Engagement & Marketing

Design and execute integrated marketing campaigns to drive member activation and ongoing engagement

Coordinate with HR contacts to create awareness and incentive programs that move the needle

Collaborate with clinical to manage scheduling waves and balance provider bandwidth

Implementation

Act as project manager for new account launches, bringing together data, billing, marketing, and onboarding

Set customers up for success from day one and capture satisfaction feedback before the first QBR

Voice of the Customer

Capture and surface member and employer feedback to inform product and clinical roadmaps

Contribute to CS process improvements across onboarding, QBRs, and marketing workflows

Qualifications

Required

4+ years in a Customer Success or Account Management role

Background in one or more of the following: health tech, employee benefits, self-funded health plans, MSK/physical therapy, digital health, TPA, or benefits consulting

Familiarity with how self-funded employer health plans work, including broker relationships, plan design, and cost containment strategies

Demonstrated ability to read and communicate using claims data, utilization metrics, or healthcare cost analysis

Proven track record of retention and growth across a book of business

Excellent verbal and written communication skills

Comfort operating in a fast-moving, startup environment where the playbook is still being written

Self-starter who drives their own learning and doesn't wait to be told what to do

Strongly Preferred

Experience working directly with employee benefits brokers or consultants

Familiarity with B2B2E (business-to-business-to-employee) models

Background in MSK health, physical therapy, or virtual care platforms

Compensation and Benefits

Salary $100k base

Uncapped variable compensation; 1% ARR for retained revenue and 15% commission for expansion

Early equity stake

Medical (PPO, HMO, HDHP), dental and vision

Are you authorized to work in the United States? Are you authorized to work in the United States?

Will you now or in the future require sponsorship for employment visa status (e.g. H-1B status)? Will you now or in the future require sponsorship for employment visa status (e.g. H-1B status)?