Senior Customer Success Manager

What You’ll Do

As a Senior Customer Success Manager, you will own and lead a portfolio of strategic clients from post-sale through long term partnership growth. You will guide enterprise partners through successful implementation, adoption, measurable outcomes, and expansion of the 9amHealth solution, serving as a trusted strategic advisor across client organizations.

In this role, you’ll operate as both an executive relationship owner and internal quarterback, aligning product, care, marketing, operations, and sales to deliver consistent value and strong business outcomes, particularly across our GLP-1, diabetes, and cardiometabolic programs.

This role requires a highly strategic operator who can influence executive stakeholders, navigate complex healthcare environments, and drive long-term partnership success.

Client Retention & Strategic Relationship Ownership• Serve as executive level point of contact for assigned strategic accounts post contract

• Build trusted advisor relationships with senior stakeholders across health plans, PBMs, consultants, and employer partners
• Develop long term account strategies focused on retention, performance improvement, and expansion
• Lead executive level Quarterly Business Reviews showcasing outcomes, performance trends, and growth opportunities
• Proactively identify partnership risks and create recovery strategies when satisfaction or performance declines
• Act as the internal voice of the client, influencing prioritization and cross-functional decision making

Client Adoption & Value Realization• Own end to end onboarding and implementation strategy, ensuring successful and scalable launches

• Align client business goals with measurable program outcomes and engagement strategies
• Translate data into actionable insights that demonstrate ROI and clinical impact
• Drive adoption of 9amHealth’s virtual care and pharmacy solutions across client populations
• Guide clients in optimizing program utilization and member engagement

Account Growth & Expansion• Identify expansion opportunities including upsell, cross-sell, and increased member enrollment

• Partner closely with Sales and Commercial teams during renewals, RFPs, and expansion cycles
• Turn strong partnerships into advocacy, case studies, and client references

Cross-Functional Leadership & Communication• Serve as the internal quarterback across product, care, marketing, and operations to deliver seamless client experiences

• Influence internal teams to deliver on client commitments and operational improvements
• Communicate product updates, roadmap impacts, and operational changes with executive-level clarity

Product & Industry Expertise• Maintain deep knowledge of 9amHealth services, clinical programs, and platform capabilities

• Stay current on healthcare and virtual care trends, particularly GLP-1 therapies and cardiometabolic care
• Serve as a subject matter expert in discussions with sophisticated healthcare buyers

Operational Excellence & Portfolio Leadership• Manage complex accounts and competing priorities with strong operational discipline

• Leverage performance data to guide strategy and influence internal product and operational decisions
• Fully own implementation readiness and ongoing success planning for assigned clients

What You’ll Bring

Minimum Qualifications• Bachelor’s degree

• 5–8+ years of experience in healthcare customer success, account management, or client partnerships
• Proven experience managing complex or enterprise healthcare accounts
• Strong project and stakeholder management capabilities
• Executive-level communication and presentation skills
• Experience leading cross-functional initiatives in remote or distributed teams

Preferred Qualifications• Experience working with health plans, PBMs, or large employer healthcare buyers

• Experience within digital health or healthcare startups (Series A–D environment preferred)
• Familiarity with HubSpot, Asana, Slack, and Google Workspace
• Background or exposure to diabetes, obesity, pharmacy, or chronic disease management

Compensation

This role offers a base salary of up to $145,000, with eligibility for a 15% performance based bonus, plus equity participation.

What you can expect at 9amHealthAt 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 inclusionDiabetes disproportionately impacts BIPOC (black, indigenous, and people of color) 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.