Senior Customer Success Manager

Senior Customer Success Manager LocationUnited StatesEmployment TypeFull timeLocation TypeRemoteDepartmentCustomer SuccessAbout 9amHealth9amHealth is an AI-enabled virtual specialty care platform focused on managing high-cost chronic conditions at scale. The company partners with employers, health plans, and pharmacy benefit managers to deliver comprehensive, cost-effective medical care for individuals living with obesity, diabetes, hypertension, and dyslipidemia. Members receive access to specialized clinicians, including endocrinologists, obesity medicine specialists, and clinical pharmacists, at-home lab testing, prescription medications, and lifestyle support.9amHealth was founded in 2021 and is backed by leading healthcare investors like Define Ventures, SemperVirens, 7Wire Ventures, and The Cigna Group Ventures.What You’ll DoAs 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.Client Retention & Strategic Relationship Ownership• 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 makingClient Adoption & Value Realization• 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 engagementAccount Growth & Expansion• 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 referencesCross-Functional Leadership & Communication• 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 clarityProduct & Industry Expertise• 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 buyersOperational Excellence & Portfolio Leadership• Manage complex accounts and competing priorities with strong operational discipline• Leverage performance data to guide strategy and influence internal product and operational...