Director of Customer Success

Summary

Join 9amHealth, a rapidly growing company revolutionizing cardiometabolic care, as their Director of Customer Success. You will play a pivotal role in shaping client relationships, driving retention and growth, and overseeing a team of Customer Success Managers. This leadership position requires managing key enterprise accounts, developing strategies to increase customer satisfaction, and collaborating with cross-functional teams. The ideal candidate possesses extensive experience in customer success, strong leadership skills, and a proven track record of success in high-growth environments. 9amHealth offers a dynamic and collaborative work environment with competitive benefits, including health insurance, generous time off, and flexible work options.

Requirements

• 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

Responsibilities

• 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
• Lead the implementation process for new enterprise clients, ensuring seamless onboarding, effective knowledge transfer, and alignment with client goals
• Develop and execute strategies to increase customer retention, proactively reduce churn, and identify upsell and expansion opportunities
• 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
• Analyze client performance metrics, forecast strategic trends, and deliver insights that drive engagement, retention, and revenue growth
• Design, implement, and manage processes and dashboards to optimize customer success operations and provide actionable insights for continuous improvement
• Proactively identify opportunities to refine customer success and sales alignment processes, enhancing collaboration with internal teams and delivering added value to clients
• Mentor and develop Customer Success Managers, fostering a culture of continuous learning, accountability, and excellence

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

Benefits

• Competitive benefits, including health, vision, and dental plans
• Generous time-off policy
• Flexible working model allows employees outside the San Diego area to work remotely
• Local team members have the option to work from our office