Customer Success Manager

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 HubSpot experience 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 FSA administration Life Insurance Short/long term disability Employee Assistance Program (EAP) Commuter benefits 401K #J-18808-Ljbffr