Customer Success Manager

About Aware Health

Aware Health is a virtual-first musculoskeletal care and lifestyle medicine company that helps self-funded employers lower healthcare spend while improving outcomes for members.

Role overview

The Customer Success Manager will manage a portfolio of accounts from implementation through retention and expansion. You will be the main point of contact for your customers, coordinating the employer, broker, and member experience at the same time. This position is suited to someone who is ready to take full ownership of their accounts, speak confidently in the language of employee benefits and self-funded health plans, and contribute with very little onboarding time.

Candidates with experience in health tech, employee benefits, TPAs, or benefits consulting who want to join a fast-growing startup are encouraged to apply.

Work location

This is a hybrid position in the San Francisco Financial District. In-office attendance is required on Monday, Tuesday, and Thursday. Remote-only work is not offered for this role.

Performance goals

• Member engagement target: each account should reach at least 20% engagement, with an average of 25% or higher across the portfolio.
• Customer ROI: Aware Health places its fees at risk, and the role is accountable for delivering the expected return on investment for each account.
• Net revenue retention: the goal is 100% NRR, with a focus on keeping existing revenue and finding expansion opportunities.

Key responsibilities

You will manage renewals, build strong customer relationships, and drive account growth while coordinating closely with analytics, clinical, and sales teams. The role also includes launching new customers, running engagement programs, and sharing customer feedback to improve internal processes and product direction.

Compensation and benefits

The role includes a base salary of $100k, uncapped variable compensation, 1% ARR on retained revenue, and 15% commission on expansion revenue. Additional benefits include early equity, medical coverage options (PPO, HMO, and HDHP), dental and vision insurance, FSA administration, life insurance, short-term and long-term disability, an employee assistance program, commuter benefits, and a 401(k).

Additional information

This is not an entry-level position. The employer is seeking someone who can independently manage a book of business, adapt quickly in a startup environment, and operate with a strong understanding of self-funded employer plans and healthcare cost dynamics.

What success looks like

• Develop and maintain trusted relationships with employers and brokers as the primary Aware Health contact.
• Keep account plans current, including account health, risks, open actions, and renewal timelines.
• Lead renewals with leadership support when situations become complex.
• Work with analytics teams to review claims, utilization, engagement, and cost containment data and turn it into clear QBR presentations.
• Spot upsell and cross-sell opportunities and progress them alongside the sales team.
• Plan and execute marketing efforts that increase member activation and ongoing use of the service.
• Partner with HR contacts on awareness and incentive programs.
• Coordinate with clinical teams to manage scheduling waves and provider capacity.
• Own new account implementations by coordinating data, billing, marketing, and onboarding workstreams.
• Gather and relay employer and member feedback to inform product, clinical, and CS process improvements.

Qualifications

Applicants should bring several years of experience in customer success or account management, along with hands-on exposure to health tech, employee benefits, self-funded plans, MSK or physical therapy, digital health, TPAs, or benefits consulting. A working knowledge of broker relationships, plan design, and cost containment in self-funded plans is important, as is the ability to interpret claims and utilization data. Strong communication skills, proven retention and growth results, and comfort in a fast-moving startup environment are required. The ideal candidate is proactive, self-directed, and capable of learning without heavy guidance.

Preferred experience

Extra value will be given to candidates who have worked directly with employee benefits brokers or consultants, understand B2B2E models, have used HubSpot, or have a background in MSK health, physical therapy, or virtual care platforms.

Working style

The role requires someone who can work independently, coordinate cross-functional initiatives, and contribute to a playbook that is still being built. Confidence, ownership, and the ability to move quickly are essential.