Director, Customer Success

9amHealth

6d•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. Customer Success at 9am Health exists to help every customer realize meaningful value from their partnership with us. As we continue to grow, we’re looking for a Director of Customer Success who is passionate about developing people, building scalable operations, and creating exceptional customer experiences. Reporting to the VP of Customer Success, you’ll lead a team of Customer Success Managers while helping shape the future of the Customer Success organization. You’ll be responsible for developing a high-performing team, building the systems and processes that enable Customer Success to scale, and ensuring our customers achieve outstanding outcomes throughout their journey with 9am Health. This role is ideal for someone who loves to lead, build, and create. You’ll coach and develop your team, establish scalable ways of working, and partner across the organization to continually improve the customer experience. You’ll also help your team recognize opportunities to deepen customer partnerships, working closely with Commercial to advance expansion opportunities that create meaningful value for our customers.

Requirements

5+ years of experience in Customer Success, Account Management, or another customer-facing leadership function.
3+ years directly managing and developing Customer Success Managers or other customer-facing individual contributors.
Demonstrated success building high-performing teams through coaching, performance management, and leadership development.
Experience designing or improving Customer Success operations, including scalable processes, playbooks, metrics, and operational workflows.
Strong business acumen and an analytical mindset, with the ability to use customer and operational data to drive decisions.
Excellent communication skills and executive presence, with the ability to build trusted relationships internally and externally.
Proven ability to influence cross-functional teams without direct authority.
Experience working in a fast-paced, high-growth environment.

Nice To Haves

Healthcare, digital health, employer-sponsored healthcare, or health plan experience is preferred.

Responsibilities

Lead, coach, and develop a team of Customer Success Managers.
Build a culture of accountability, collaboration, customer advocacy, and continuous improvement.
Develop the customer success, consultative, and leadership skills of your team through consistent coaching and feedback.
Establish clear performance expectations and support meaningful career development for every team member.
Help grow future leaders and strengthen the team as the business scales.
Lead a team that delivers exceptional customer experiences driving satisfaction, adoption, retention, and long-term partnership.
Coach Customer Success Managers to build trusted executive relationships and serve as strategic advisors to their customers.
Partner with Customer Success Managers on strategic relationships, executive engagement, and complex customer situations.
Guide the team in identifying expansion opportunities and partner with Commercial to advance those opportunities when they create meaningful customer value.
Lead customer escalations through thoughtful resolution while maintaining trust and partnership.
Champion the voice of the customer throughout the organization.
Design and continuously improve the operating model that enables Customer Success to scale.
Build repeatable playbooks, processes, and operating rhythms that create consistency and efficiency across the team.
Improve customer health measurement, forecasting, reporting, and operational metrics.
Identify opportunities to simplify work through automation, standardization, and technology.
Help evolve customer segmentation, engagement models, and capacity planning as the organization grows.
Create the operational foundation that allows the team to spend more time delivering value to customers.
Partner closely with Product, Clinical, Operations, Sales, Marketing, Implementation, and Commercial to deliver a seamless customer experience.
Translate customer feedback into actionable improvements across our products, services, and processes.
Remove friction across the customer journey and contribute to strategic initiatives that improve customer outcomes and organizational effectiveness.
Build strong internal partnerships and establish Customer Success as a trusted strategic partner across the company.