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9amHealth is an AI-enabled virtual specialty care platform 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 with obesity, diabetes, hypertension, and dyslipidemia. Members receive access to specialized clinicians (endocrinologists, obesity medicine specialists, clinical pharmacists), at-home lab testing, prescription medications, and lifestyle support. Founded in 2021, 9amHealth is backed by leading healthcare investors including Define Ventures, SemperVirens, 7Wire Ventures, and The Cigna Group Ventures.
Reporting to the VP of Customer Success, you will lead a team of Customer Success Managers while shaping the future of the Customer Success organization. Your core responsibilities span three areas:
TEAM LEADERSHIP: Lead, coach, and develop a team of Customer Success Managers. Build a culture of accountability, collaboration, customer advocacy, and continuous improvement. Develop customer success, consultative, and leadership skills through consistent coaching and feedback. Establish clear performance expectations and support meaningful career development. Help grow future leaders as the business scales.
CUSTOMER OUTCOMES: Lead a team delivering exceptional customer experiences driving satisfaction, adoption, retention, and long-term partnership. Coach CSMs to build trusted executive relationships and serve as strategic advisors. Partner on strategic relationships, executive engagement, and complex situations. Guide the team in identifying expansion opportunities and partner with Commercial to advance them. Lead customer escalations through thoughtful resolution. Champion the voice of the customer throughout the organization.
CUSTOMER SUCCESS OPERATIONS: Design and continuously improve the operating model enabling Customer Success to scale. Build repeatable playbooks, processes, and operating rhythms. 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. Create the operational foundation allowing the team to spend more time delivering value.
CROSS-FUNCTIONAL PARTNERSHIP: Partner closely with Product, Clinical, Operations, Sales, Marketing, Implementation, and Commercial to deliver a seamless customer experience. Translate customer feedback into actionable improvements. Remove friction across the customer journey. Build strong internal partnerships and establish Customer Success as a trusted strategic partner.
9amHealth operates with physical sites in San Diego, California, and Vienna, Austria, with flexible work-from-home options. The company offers comprehensive benefits including health, dental, and vision insurance, flexible PTO, professional development budget, and support for continuing education.
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 analytical mindset, with ability to use customer and operational data to drive decisions
- Excellent communication skills and executive presence, with 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
- Healthcare, digital health, employer-sponsored healthcare, or health plan experience preferred
