Director, Customer Success

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers
• Build a culture of accountability, collaboration, and customer advocacy
• Drive customer satisfaction, adoption, retention, and long-term partnership
• Design and improve the operating model to enable Customer Success to scale
• Build repeatable playbooks, processes, and operating rhythms
• Partner with Product, Clinical, Operations, and Sales to deliver a seamless customer experience
• Translate customer feedback into actionable improvements

Requirements

• 5+ years of experience in Customer Success, Account Management, or customer-facing leadership
• 3+ years directly managing and developing Customer Success Managers
• Demonstrated success building high-performing teams
• Experience designing or improving Customer Success operations and workflows
• Strong business acumen and analytical mindset
• Excellent communication skills and executive presence
• Experience working in a fast-paced, high-growth environment
• Healthcare, digital health, or health plan experience is preferred

About the Company

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.