Company Description

Aware Health partners with self-insured employers to provide cost-effective, research-based orthopedic care, focusing on awareness, healing, compassionate care and wellbeing. The company aims to cut medical costs for employers by efficiently triaging and optimizing care delivery for orthopedic conditions. Based on cutting-edge research, Aware achieves lower utilization rates for costly diagnostics and treatments. Aware Health fosters a healthy, empowered workforce through generous listening, client education, and strong relationship building.

About the Job

The Customer Success Manager plays a vital role in our mission to help members live more. This role supports all facets of the customer success function, including onboarding, member activation and engagement, account management, and customer retention.

This is a full-time on-site role for a Customer Success Manager, located in San Francisco, CA. The Customer Success Manager will be responsible for ensuring customer satisfaction, building and maintaining strong relationships with clients, and driving customer retention. Day-to-day tasks include addressing customer inquiries, analyzing customer data to improve service, and working collaboratively with the team to develop strategies that enhance the customer experience.

Your Core Key Performance Indicators:

• Achieve a 90%+ implementation rating: Customer implementation is a critical component of the role; your goal is to get a 90% rating or higher from the customer team on their satisfaction with our implementation process. This is captured in survey form before the first QBR.
• Member Engagement: Increase the number of members who use our platform by deploying marketing campaigns and other creative strategies. Your goal is for each of your accounts to have at least 20% engagement, with an average engagement rate of 25% across your book of business.
• Customer ROI/MBG: Aware Health puts our fees at risk; we determine an ROI model with each customer and are expected to deliver on it. You will be responsible for achieving these goals across your book of business to retain and grow customer relationships.
• Net Revenue Retention: The cumulative total of retained, contracted and expanded revenue within your book of business over a year. Your goal is to have 100% NRR across your book of business.

How You Will Get There

• Gain a deep understanding of our customers (both the employer and the broker), including their company goals, culture, plan offerings and benefit strategy
• Gain a thorough understanding of our product and the problems we are solving
• Lead new customer implementations acting as the project manager for bringing multiple pieces together (data, billing, marketing)
• Nurture customer and partner relationships, proactively engaging and challenging them to ensure we are hitting cost containment goals
• Manage all renewals; support AEs with expansion opportunities
• Manage the development and execution of integrated marketing campaigns that improve awareness and engagement across members
• Create account plans for each customer that clearly communicate health and goals for each customer account
• Partner with the data analytics team to analyze each customer’s performance, including member utilization (engagement %), improved functional outcomes, cost containment objectives (ROI) and customer satisfaction (NPS). Use these insights to constantly improve results.
• Collaborate with the SVP, Growth to define core processes across the customer success function such as onboarding, QBRs, upsell/renewal process
• Plan and attend customer onsites to build brand awareness and customer relationships
• Engagement coordination with clinical to balance scheduling waves
• Capture and analyze member feedback to inform the product and clinical roadmaps
• Collaborate with the SVP, Growth on departmental level goals and plans and help to deliver on those plans
• Additional responsibilities that are aligned with your goals, as determined by you and the SVP of Growth

Qualifications

• 3+ years in a customer success role, preferably in a health tech, SaaS or agency environment
• Track record of achieving retention and growth goals
• Demonstrated ability to improve member engagement through marketing programs
• Excellent verbal and written communication skills, with a challenger mentality
• Working knowledge of Hubspot CRM and Marketing Automation is a plus
• Experience working with self-funded customers and employee benefits consultants is a plus
• Experience working in a startup environment preferred; flexibility and proactivity are absolutely necessary for this role
• Self-starter with the ability to drive your own learning
• B2B2E experience preferred, but not required

Compensation and Benefits

• Salary $90-$100k base with a 90/10 split
• Variable compensation made up of NRR goals
• 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