Director, Customer Success

About the role

9amHealth is an AI‑enabled virtual specialty care platform focused on managing high‑cost chronic conditions at scale, partnering with employers, health plans, and pharmacy benefit managers to deliver comprehensive care for obesity, diabetes, hypertension, and dyslipidemia. Reporting to the VP of Customer Success, you’ll lead a team of Customer Success Managers while helping shape the future of the Customer Success organization. You’ll be responsible for developing a high‑performing team, building the systems and processes that enable Customer Success to scale, and ensuring our customers achieve outstanding outcomes throughout their journey with 9am Health.

Responsibilities

• Team Leadership: Lead, coach, and develop a team of Customer Success Managers; build a culture of accountability, collaboration, customer advocacy, and continuous improvement; develop customer success, consultative, and leadership skills through coaching and feedback; establish clear performance expectations and support career development; help grow future leaders and strengthen the team as the business scales.
• Customer Outcomes: Lead a team that delivers exceptional customer experiences driving satisfaction, adoption, retention, and long‑term partnership; coach CSMs to build trusted executive relationships and serve as strategic advisors; partner on strategic relationships, executive engagement, and complex situations; guide the team in identifying expansion opportunities and work with Commercial to advance them; lead customer escalations through thoughtful resolution while maintaining trust; champion the voice of the customer throughout the organization.
• Customer Success Operations: Design and continuously improve the operating model that enables Customer Success to scale; build repeatable playbooks, processes, and operating rhythms for consistency and efficiency; improve customer health measurement, forecasting, reporting, and operational metrics; identify opportunities to simplify work through automation, standardization, and technology; help evolve customer segmentation, engagement models, and capacity planning as the organization grows; create the operational foundation that allows the team to spend more time delivering value to customers.
• Cross‑Functional Partnership: Partner closely with Product, Clinical, Operations, Sales, Marketing, Implementation, and Commercial to deliver a seamless customer experience; translate customer feedback into actionable improvements across products, services, and processes; remove friction across the customer journey and contribute to strategic initiatives that improve customer outcomes and organizational effectiveness; build strong internal partnerships and establish Customer Success as a trusted strategic partner across the company.

Requirements

• 5+ years of experience in Customer Success, Account Management, or another customer‑facing leadership function.
• 3+ years directly managing and developing Customer Success Managers or other customer‑facing individual contributors.
• Demonstrated success building high‑performing teams through coaching, performance management, and leadership development.
• Experience designing or improving Customer Success operations, including scalable processes, playbooks, metrics, and operational workflows.
• Strong business acumen and an analytical mindset, with the ability to use customer and operational data to drive decisions