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Senior Customer Success Manager

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9amHealth

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Location:
United States

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

145000.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • 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
  • 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
  • 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
  • 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
  • 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
  • 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

Requirements:

  • 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

Nice to have:

  • 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
What we offer:
  • Eligibility for a 15% performance based bonus
  • Equity participation
  • Health, dental, and vision insurance
  • Flexible PTO
  • Work from home options
  • Professional development budget
  • Support continuing education

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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