resumeURL

Resume/CV

Name

Contact info

experienceYears

Work experience

noticePeriod

Notice period

holdingOffer

Holding offer?

LinkedIn

Aware Health

People Partner at Aware Health-building the team behind a pre-Series A healthcare startup.

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.&nbsp;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,&nbsp; 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 or Pheonix, Arizona office, with required in-office days Monday, Tuesday, and Thursday. Remote work is not available for this positionWhat You'll Be Measured On<ul><li>Member Engagement:&nbsp;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.</li><li>Customer ROI:&nbsp;Aware Health puts its fees at risk. You'll own the ROI model for each account and be responsible for delivering on it.</li><li>Net Revenue Retention (NRR):&nbsp;Your goal is 100% NRR,&nbsp; retaining existing revenue and identifying expansion opportunities within your book.</li></ul>What You'll OwnAccount Management &amp; Retention<ul><li>Build deep, trusted relationships with employers and brokers; serve as their go-to on all things Aware Health</li><li>Maintain current account plans for every customer, clearly documenting health, risks, open commitments, and renewal timelines</li><li>Lead renewals independently, with support from leadership on complex situations</li><li>Partner with the analytics team to analyze claims data, utilization, engagement, and cost containment metrics,&nbsp; and translate those into clear, compelling QBR narratives</li><li>Identify upsell and cross-sell opportunities and advance those conversations in partnership with the sales team</li></ul>Member Engagement &amp; Marketing<ul><li>Design and execute integrated marketing campaigns to drive member activation and ongoing engagement</li><li>Coordinate with HR contacts to create awareness and incentive programs that move the needle</li><li>Collaborate with clinical to manage scheduling waves and balance provider bandwidth</li></ul>Implementation<ul><li>Act as project manager for new account launches, bringing together data, billing, marketing, and onboarding</li><li>Set customers up for success from day one and capture satisfaction feedback before the first QBR</li></ul>Voice of the Customer<ul><li>Capture and surface member and employer feedback to inform product and clinical roadmaps</li><li>Contribute to CS process improvements across onboarding, QBRs, and marketing workflows</li></ul>QualificationsRequired<ul><li>4+ years in a Customer Success or Account Management role&nbsp;</li><li>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</li><li>Familiarity with how self-funded employer health plans work, including broker relationships, plan design, and cost containment strategies</li><li>Demonstrated ability to read and communicate using claims data, utilization metrics, or healthcare cost analysis</li><li>Proven track record of retention and growth across a book of business</li><li>Excellent verbal and written communication skills</li><li>Comfort operating in a fast-moving, startup environment where the playbook is still being written</li><li>Self-starter who drives their own learning and doesn't wait to be told what to do</li></ul>Strongly Preferred<ul><li>Experience working directly with employee benefits brokers or consultants</li><li>Familiarity with B2B2E (business-to-business-to-employee) models</li><li>HubSpot experience</li><li>Background in MSK health, physical therapy, or virtual care platforms</li></ul>&nbsp;Compensation and Benefits<ul><li>Salary $100k base&nbsp;</li><li>Uncapped variable compensation; 1% ARR for retained revenue and 15% commission for expansion</li><li>Early equity stake</li><li>Medical (PPO, HMO, HDHP), dental and vision&nbsp;</li><li>FSA administration</li><li>Life Insurance</li><li>Short/long term disability</li><li>Employee Assistance Program (EAP)</li><li>Commuter benefits</li><li>401K</li></ul>

Customer Succes Manager