Customer Success Manager - Aware Health Labs Inc
Hybrid, CA
About the Job
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.
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 aross 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
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 major bonus
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
OTE is a 75/25 split plan, base salary $70k - $90k with OTE between $85k and $112k and uncapped earning potential for overperformance
Variable compensation is made up of an annual bonus based on NDR, quarterly bonuses based on KPIs and commission for expansion dollars
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