Senior Customer Success Manager

📋 Description

• Take ownership of a portfolio of strategic clients from the post-sale phase and drive long-term partnership growth.

• Assist enterprise partners in successfully implementing, adopting, and achieving measurable outcomes with the 9amHealth solution.

• Act as the primary executive-level contact for designated strategic accounts after contract signing.

• Cultivate trusted advisor relationships with senior stakeholders across health plans, PBMs, consultants, and employer partners.

• Formulate long-term account strategies aimed at retention, performance enhancement, and expansion.

• Conduct executive-level Quarterly Business Reviews to highlight outcomes, performance trends, and growth opportunities.

• Serve as the internal advocate for the client, influencing prioritization and cross-functional decision-making.

• Manage the comprehensive onboarding and implementation strategy, ensuring successful and scalable launches.

• Align client business objectives with measurable program outcomes and engagement strategies.

• Promote the adoption of 9amHealth’s virtual care and pharmacy solutions among client populations.

• Identify opportunities for expansion, including upselling, cross-selling, and increasing member enrollment.

• Convey product updates, roadmap implications, and operational changes with clarity at the executive level.

• Maintain extensive knowledge of 9amHealth services, clinical programs, and platform capabilities.

• Function as the internal coordinator among product, care, marketing, and operations to ensure seamless client experiences.

⛳️ Requirements

• Bachelor’s degree.

• 5–8+ years of experience in healthcare customer success, account management, or client partnerships.

• Demonstrated experience in managing complex or enterprise healthcare accounts.

• Strong capabilities in project and stakeholder management.

• Excellent executive-level communication and presentation skills.

• Experience in leading cross-functional initiatives within remote or distributed teams.

• Experience with health plans, PBMs, or large employer healthcare buyers is preferred.

• Background in digital health or healthcare startups (Series A–D environment preferred) is advantageous.

• Familiarity with tools like HubSpot, Asana, Slack, and Google Workspace is a plus.

• Background or exposure to diabetes, obesity, pharmacy, or chronic disease management is preferred.

🏝️ Benefits

• Health, dental, and vision insurance.

• Flexible PTO.

• Work from home options.

• Professional development budget.

• Support for continuing education.