Customer Success Manager

9amHealth

5d • $120,000

About The Position

As a Customer Success Manager (CSM), you'll own a portfolio of clients from post-sale, and guide them through successful implementation, adoption, and growth of the 9amHealth solution. Your goal is to build strong relationships, drive measurable outcomes, and deliver ongoing value—especially within the GLP-1 diabetes and weight management space.
You’ll be at the center of client communication, coordinating cross-functional efforts across product, care, marketing, and sales to ensure our partners are supported, informed, and delighted.

Requirements

• Bachelor’s degree
• 3–5 years experience in healthcare, with client-facing or success-focused roles
• Strong project management skills and an ability to juggle multiple workstreams
• Excellent verbal and written communication, with an executive presence
• Comfortable leading client calls, internal planning sessions, and strategic business reviews
• Experience working with remote or cross-functional teams

Nice To Haves

• Experience working with health plan or PBM customers
• Familiarity with Hubspot, Asana, Slack, and G-Suite
• Prior experience at a startup (Series A–D stage ideal)
• Background in diabetes, obesity, pharmacy, or pharmaceutical care

Responsibilities

• Serve as the primary point of contact for clients post-contract, with a focus on strategic account management, adoption, and retention
• Build trusted advisor relationships with key stakeholders across health plans, PBMs, and employer partners
• Proactively identify and resolve client issues; serve as a client advocate internally
• Lead quarterly business reviews with actionable insights, performance data, and engagement metrics
• Track and improve client satisfaction metrics (NPS, CSAT), even when client satisfaction lags behind member sentiment
• Ensure successful onboarding and implementation, aligning internal and client teams
• Lead seamless implementation of our solutions, managing timelines, stakeholder expectations, and technical readiness
• Drive adoption of our virtual care programs and demonstrate real-world outcomes through data storytelling
• Showcase the clinical impact of GLP-1s and our cardiometabolic care programs with clarity and credibility
• Identify opportunities to expand client partnerships through upselling, cross-selling, or increasing member enrollment
• Partner with the sales and commercial teams on RFPs, RFIs, and renewal conversations
• Turn client satisfaction into advocacy and referenceability
• Act as a cross-functional liaison between client teams and 9amHealth’s product, care, marketing, and ops teams
• Provide timely, thoughtful communication to clients regarding performance, updates, and improvements
• Own internal deliverables and ensure client needs are met with professionalism and polish
• Maintain a deep understanding of 9amHealth’s services, tech platform, and clinical outcomes
• Stay informed on the evolving healthcare and virtual care landscape, particularly trends in GLP-1s, diabetes, and obesity management
• Manage multiple clients and competing priorities with strong project management rigor
• Leverage data and insights to optimize client performance and influence future strategy
• Quarterbacking and taking full ownership of implementation preparation, ensuring every detail is scoped, planned, and ready for a seamless client launch

Benefits

• We offer a comprehensive benefits package, including health, dental, and vision insurance, along with flexible PTO and work from home options.
• We provide a professional development budget and support continuing education, empowering our team to grow alongside the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level