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9amHealth · 1 week ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

$0/yr - $120K/yr

3+ years exp

9amHealth is a specialized cardiometabolic care company focused on preventing and treating obesity, diabetes, high blood pressure, and high cholesterol. As a Customer Success Manager, you will own a portfolio of clients, guiding them through successful implementation and adoption of the 9amHealth solution while building strong relationships and driving measurable outcomes.

Health CareMedicalWellness

Responsibilities

Serve as the primary point of contact for clients post-contract, with a focus on strategic account management, adoption, and retention

Build trusted advisor relationships with key stakeholders across health plans, PBMs, and employer partners

Proactively identify and resolve client issues; serve as a client advocate internally

Lead quarterly business reviews with actionable insights, performance data, and engagement metrics

Track and improve client satisfaction metrics (NPS, CSAT), even when client satisfaction lags behind member sentiment

Ensure successful onboarding and implementation, aligning internal and client teams

Lead seamless implementation of our solutions, managing timelines, stakeholder expectations, and technical readiness

Drive adoption of our virtual care programs and demonstrate real-world outcomes through data storytelling

Showcase the clinical impact of GLP-1s and our cardiometabolic care programs with clarity and credibility

Identify opportunities to expand client partnerships through upselling, cross-selling, or increasing member enrollment

Partner with the sales and commercial teams on RFPs, RFIs, and renewal conversations

Turn client satisfaction into advocacy and referenceability

Act as a cross-functional liaison between client teams and 9amHealth’s product, care, marketing, and ops teams

Provide timely, thoughtful communication to clients regarding performance, updates, and improvements

Own internal deliverables and ensure client needs are met with professionalism and polish

Maintain a deep understanding of 9amHealth’s services, tech platform, and clinical outcomes

Stay informed on the evolving healthcare and virtual care landscape, particularly trends in GLP-1s, diabetes, and obesity management

Manage multiple clients and competing priorities with strong project management rigor

Leverage data and insights to optimize client performance and influence future strategy

Quarterbacking and taking full ownership of implementation preparation, ensuring every detail is scoped, planned, and ready for a seamless client launch

Qualification

Client Relationship ManagementHealthcare ExperienceProject ManagementData AnalysisCommunication SkillsTechnical ReadinessClient AdvocacyHubspotAsanaSlackG-SuiteStartup ExperienceBackground in DiabetesBackground in ObesityBackground in PharmacyBackground in Pharmaceutical CareTeam Collaboration