Aware Health

Customer Success Manager

• Own a portfolio of accounts end-to-end, driving implementation, engagement, ROI, retention, and expansion
• Serve as the primary relationship holder for employers, brokers, and members
• Drive member engagement through digital campaigns, HR coordination, onsite visits, and outreach strategies
• Own ROI models and deliver customer ROI
• Retain existing revenue and identify expansion opportunities
• Build trusted relationships with employers and brokers
• Maintain account plans documenting customer health, risks, commitments, and renewal timelines
• Lead renewals independently
• Analyze claims data, utilization, engagement, and cost-containment metrics with the analytics team
• Create QBR narratives
• Identify upsell and cross-sell opportunities with sales
• Design and execute member activation and engagement campaigns
• Coordinate awareness and incentive programs with HR contacts
• Collaborate with clinical teams on scheduling waves and provider bandwidth
• Project-manage new account launches across data, billing, marketing, and onboarding
• Capture satisfaction feedback before the first QBR
• Surface member and employer feedback for product and clinical roadmaps
• Contribute to customer success process improvements

• Own a portfolio of accounts end-to-end, driving implementation, engagement, ROI, retention, and expansion
• Serve as the primary relationship holder for employers, brokers, and members
• Drive account engagement through targeted digital campaigns, HR coordination, onsite visits, and creative outreach strategies
• Own the ROI model for each account and deliver on it
• Retain existing revenue and identify expansion opportunities
• Build trusted relationships with employers and brokers
• Maintain account plans documenting customer health, risks, commitments, and renewal timelines
• Lead renewals independently, with leadership support for complex situations
• Analyze claims data, utilization, engagement, and cost containment metrics with the analytics team
• Translate account data into QBR narratives
• Identify upsell and cross-sell opportunities with the sales team
• Design and execute integrated marketing campaigns for member activation and engagement
• Coordinate with HR contacts on awareness and incentive programs
• Collaborate with clinical teams on scheduling waves and provider bandwidth
• Project-manage new account launches across data, billing, marketing, and onboarding
• Set customers up for success and capture satisfaction feedback before the first QBR
• Surface member and employer feedback to inform product and clinical roadmaps
• Contribute to CS process improvements across onboarding, QBRs, and marketing workflows