Senior Director, Customer Success

ABOUT 9AMHEALTH

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.

WHAT IT IS

We’re entering a period of rapid growth and expansion. The Senior Director, Customer Success will be responsible for building and leading a top tier Customer Success organization that delivers measurable value to our clients and their members. This leader will oversee our CSM team, strengthen customer operations, and develop the strategies, processes, and culture that drive retention, growth, and client advocacy.

As a key member of the leadership team, this person will own client health and retention, turn delighted clients into champions, and ensure Customer Success is a growth driver for the business. They’ll also represent the voice of the customer, influencing product, marketing, and sales to deliver outstanding outcomes for our clients.

WHAT YOU’LL DO

Lead and Scale the CS Function

- Build, mentor, and expand a high-performing Customer Success team.

- Establish best-in-class processes, playbooks, and metrics to ensure consistency, efficiency, and quality across accounts.

- Implement the right systems and tools to give visibility into client health and outcomes at scale.

- Develop leaders within the CS organization to ensure long-term scalability.

Drive Client Retention and Growth

- Own client health, renewals, and expansion, with clear accountability for retention and net revenue retention.

- Partner with Sales to identify upsell, expansion, and advocacy opportunities across accounts.

- Serve as executive sponsor for strategic clients, strengthening executive relationships.

- Build programs that turn clients into reference partners, case studies, and champions in the market.

Operationalize Customer Success

- Define and track KPIs, dashboards, and reporting that demonstrate impact and forecast risks.

- Drive operational rigor across implementation, account management, and ongoing client support.

- Ensure smooth collaboration across Marketing, Product, and Clinical teams to deliver holistic value.

Be the Voice of the Customer

- Translate client insights into actionable strategies that influence product development and care delivery.

- Establish structured forums (client advisory councils, regular feedback loops) to inform our product and service roadmap.

- Represent customer perspectives, shaping company priorities and growth strategy.

WHAT YOU’LL NEED

Minimum Qualifications

- 12+ years of experience in Customer Success, Account Management, or related client-facing leadership roles.

- 5+ years leading teams, including developing managers and scaling functions.

- Proven track record owning retention and net revenue retention (NRR) targets.

- Deep experience working with enterprise healthcare clients (employers, health plans, PBMs).

- Strong executive presence with the ability to build relationships at the C-suite level.

- Analytical and process-oriented, with history of driving measurable improvements in client outcomes and business growth.

- Comfort operating in a high-growth, entrepreneurial environment where strategy and execution go hand-in-hand.

Preferred Qualifications

- Experience scaling Customer Success functions at a Series A–C company through rapid enterprise growth.

- Background in digital health, cardiometabolic care, or chronic condition management.

- Familiarity with Customer Success platforms, CRM systems, and implementation tools.

- Track record of building client advocacy programs (case studies, advisory councils, reference partnerships).

- Experience presenting client health metrics and insights to boards and investors.

WHAT YOU CAN EXPECT AT 9AMHEALTH

At 9amHealth, you'll join the exciting environment of a startup with the stability of highly experienced founders that have successfully built a business from scratch. We foster a collaborative learning mindset and a passion for improvement. You'll work with a brand-new product alongside a small, flexible team of people eager to shape technology, infrastructure, and culture.

Our team members are spread across the globe, with physical sites in San Diego, California, and Vienna, Austria, but we value your culture regardless of where you work.

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. Team members have the opportunity to make a meaningful impact on chronic disease management and patient outcomes while contributing to a collaborative, mission driven culture focused on improving healthcare accessibility and affordability.

OUR COMMITMENT TO DIVERSITY AND INCLUSION

Diabetes disproportionately impacts BIPOC (black, indigenous, and people of color) https://9am.health/en/journal/how-diabetes-affects-bipoc-communities communities. We are committed to creating a workforce that reflects our patients and creating a positive healthcare experience for them. We welcome applications from people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, and foreign born residents.