Client Success Specialist

9amHealth

8d•Remote

About The Position

9amHealth is an AI-enabled virtual specialty care platform focused on managing high-cost chronic conditions at scale. The company partners with employers, health plans, and pharmacy benefit managers to deliver comprehensive, cost-effective medical care for individuals living with obesity, diabetes, hypertension, and dyslipidemia. Members receive access to specialized clinicians, including endocrinologists, obesity medicine specialists, and clinical pharmacists, at-home lab testing, prescription medications, and lifestyle support. 9amHealth was founded in 2021 and is backed by leading healthcare investors like Define Ventures, SemperVirens, 7Wire Ventures, and The Cigna Group Ventures. Position Overview We are seeking a highly organized and detail-oriented Client Success Specialist to support the Client Success team by managing escalations, operational exceptions, and internal coordination across client accounts. This role is not client-facing and works closely with Senior Client Success Managers to ensure timely resolution of issues impacting employer clients and members. The Client Success Associate acts as the central hub for escalations and operational troubleshooting, partnering with internal teams including Clinical Operations, Product, Pharmacy, Member Support, and Marketing to investigate and resolve issues. This role ensures that exceptions are tracked, addressed quickly, and communicated internally so Client Success Managers can maintain strong client relationships. This is an ideal role for someone who thrives in a fast-paced startup environment, enjoys solving complex problems, and excels at cross-functional coordination.

Requirements

2–4 years of experience in operations, customer success, support, or healthcare operations
Experience working in a startup or fast-growing company preferred
Strong problem-solving and analytical skills
Exceptional organizational skills and attention to detail
Ability to manage multiple issues simultaneously in a fast-paced environment
Strong cross-functional communication skills
Experience with tools such as Slack, Zendesk

Responsibilities

Serve as the central intake point for escalations from Client Success Managers across all employer clients.
Investigate issues related to member experience, prescriptions, devices, billing, program eligibility, and operational workflows.
Coordinate with internal teams (Clinical, Product, Pharmacy, Support, Operations) to identify root cause and drive resolution.
Track escalations and ensure timely follow-up until resolution.
Manage operational exceptions across client accounts, including: eligibility discrepancies, prescription or pharmacy workflow issues, device shipment issues, benefit configuration questions, program enrollment anomalies.
Document exceptions and ensure consistent handling across clients.
Work closely with Client Success Managers, Member Support, Clinical teams, Product and Engineering, Pharmacy operations.
Ensure issues are routed to the appropriate teams and resolved efficiently.
Maintain a centralized tracker of escalations and exceptions.
Identify recurring issues and trends across clients.
Provide regular updates to Client Success leadership on escalation themes and resolution timelines.
Partner with Product and Operations to help prevent future issues.
Identify opportunities to improve workflows and reduce operational friction.
Document escalation processes and exception protocols.
Help build scalable processes as the client base grows.