Senior Director, Customer Success

🔥 7 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 17%

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9amHealth

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

💰 $16M Series A on 2022-04

Healthcare • Healthcare Insurance • Wellness

9amHealth is complete cardiometabolic care—a first-of-its-kind, whole-body approach to preventing and treating diabetes, obesity, high cholesterol, and hypertension. We partner with businesses looking to provide effective health benefits to their members while reducing overall healthcare costs. Founded in 2021 by the team behind mySugr, 9amHealth emphasizes virtual and specialized care.

📋 Description

• Build, mentor, and expand a high-performing Customer Success team • Establish processes, playbooks, and metrics across accounts • Implement systems and tools to provide visibility into client health and outcomes at scale • Develop leaders within the Customer Success organization • Own client health, renewals, expansion, retention, and net revenue retention • Partner with Sales on upsell, expansion, and advocacy opportunities • Serve as executive sponsor for strategic clients • Build client reference, case study, and advocacy programs • Define and track KPIs, dashboards, and reporting • Drive operational rigor across implementation, account management, and ongoing client support • Coordinate with Marketing, Product, and Clinical teams to deliver client value • Translate client insights into strategies influencing product development and care delivery • Establish client advisory councils and feedback loops • Represent customer perspectives in company priorities and growth strategy

🎯 Requirements

• 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, including employers, health plans, and PBMs • Strong executive presence and ability to build C-suite relationships • Analytical and process-oriented, with a history of driving measurable improvements in client outcomes and business growth • Comfort operating in a high-growth, entrepreneurial environment • Experience scaling Customer Success functions at a Series A–C company through rapid enterprise growth preferred • Background in digital health, cardiometabolic care, or chronic condition management preferred • Familiarity with Customer Success platforms, CRM systems, and implementation tools preferred • Track record of building client advocacy programs preferred • Experience presenting client health metrics and insights to boards and investors preferred • Must be authorized to work in the United States without visa sponsorship • Must not require future visa sponsorship to continue working legally

🏖️ Benefits

• Health, dental, and vision insurance • Flexible PTO • Work from home options • Professional development budget • Continuing education support • Opportunity to make a meaningful impact on chronic disease management and patient outcomes • Collaborative, mission-driven culture • Flexible team environment • Startup environment with experienced founders and company stability