Full-Time Director of Customer Success

About 9amHealthWe’re creating a new standard of care. 9amHealth is specialized cardiometabolic care—a first-of-its-kind, whole-body approach to preventing and treating obesity, diabetes, high blood pressure, and high cholesterol, and help with weight management. We offer custom care plans, prescription medications, and expert guidance to help our members live healthier every day.

Director of Customer Success

What it isWe’re at an exciting inflection point, with major enterprise partnerships recently launched and momentum building fast. As we scale, the Director of Customer Success will be instrumental in shaping how we support and grow our most strategic client relationships.

In this role, you’ll lead initiatives that drive client satisfaction, retention, and growth, while managing key enterprise accounts. You’ll act as a trusted advisor to our largest clients, oversee Customer Success Managers, and collaborate closely with Sales, Product, and Marketing to influence product development and accelerate revenue growth.

What you’ll do

1. Own and nurture relationships with high-value clients, acting as both a strategic advisor and hands-on partner to drive customer success, retention, and business growth.
2. Lead the implementation process for new enterprise clients, ensuring seamless onboarding, effective knowledge transfer, and alignment with client goals.
3. Develop and execute strategies to increase customer retention, proactively reduce churn, and identify upsell and expansion opportunities.
4. Partner cross-functionally with Sales, Product, and Marketing to align customer feedback with business strategy, ensuring insights are translated into actionable improvements and growth initiatives.
5. Analyze client performance metrics, forecast strategic trends, and deliver insights that drive engagement, retention, and revenue growth.
6. Design, implement, and manage processes and dashboards to optimize customer success operations and provide actionable insights for continuous improvement.
7. Proactively identify opportunities to refine customer success and sales alignment processes, enhancing collaboration with internal teams and delivering added value to clients.
8. Mentor and develop Customer Success Managers, fostering a culture of continuous learning, accountability, and excellence.

What you’ll need

• Minimum Qualifications 5+ years of experience in Customer Success, Account Management, or a related client-facing role, with at least 2 years in a leadership or player/coach capacity.
• Proven ability to manage key enterprise accounts, drive customer retention, and identify growth opportunities.
• Experience in an early-stage startup or high-growth environment, with the ability to adapt quickly and thrive amidst change.
• Strong strategic thinking and execution skills, balancing long-term initiatives with hands-on client management.
• Exceptional communication and relationship-building skills, with comfort working closely with C-level stakeholders and cross-functional teams.

Preferred Qualifications

• 7+ years of experience in Customer Success, with 3+ years in a leadership role.
• Proven success in scaling Customer Success operations in a startup or growth-stage environment.
• Digital health or B2B technology experience, particularly managing enterprise healthcare clients or partnerships.
• Proficiency with Customer Success tools and platforms.

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