Customer Success Manager

Aware Health Labs Inc•Phoenix, AZ

8d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
Capture and surface member and employer feedback to inform product and clinical roadmaps
Contribute to CS process improvements across onboarding, QBRs, and marketing workflows