Customer Success Manager

About 9amHealth

We’re building a new standard of care.

9amHealth is the first-of-its-kind virtual cardiometabolic clinic—offering an integrated, whole-body approach to preventing and treating obesity, diabetes, high blood pressure, high cholesterol, and related conditions. With personalized care plans, GLP-1 and other prescription therapies, and real human support, we help our members live healthier, longer lives every day.

Founded in 2021 by the team behind mySugr (acquired by Roche), we’re backed by industry-leading investors like Cigna Ventures, 7Wire Ventures, and Founders Fund. Our team is made up of healthcare veterans passionate about transforming chronic care.

What You’ll Do

As a Customer Success Manager (CSM), you'll own a portfolio of clients from post-sale, and guide them through successful implementation, adoption, and growth of the 9amHealth solution. Your goal is to build strong relationships, drive measurable outcomes, and deliver ongoing value—especially within the GLP-1 diabetes and weight management space.

You’ll be at the center of client communication, coordinating cross-functional efforts across product, care, marketing, and sales to ensure our partners are supported, informed, and delighted.

Your key responsibilities:

Client Retention & Satisfaction

• 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

Client Adoption & Value Realization

• 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

Account Growth & Expansion

• 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

Collaboration & Communication

• 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

Product & Industry Expertise

• 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

Operational Excellence

• 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

What You’ll Bring

Minimum Qualifications:

• Bachelor’s degree

• 3–5 years experience in healthcare, with client-facing or success-focused roles

• Strong project management skills and an ability to juggle multiple workstreams

• Excellent verbal and written communication, with an executive presence

• Comfortable leading client calls, internal planning sessions, and strategic business reviews

• Experience working with remote or cross-functional teams

• Able to travel to the Encinitas, CA office 1–2x per quarter

Preferred Qualifications:

• Experience working with health plan or PBM customers

• Familiarity with Hubspot, Asana, Slack, and G-Suite

• Prior experience at a startup (Series A–D stage ideal)

• Background in diabetes, obesity, pharmacy, or pharmaceutical care

What You’ll Get

• Work at a mission-driven company redefining chronic condition care

• Be part of a scrappy, experienced, and supportive team with a strong culture of ownership and learning

• Competitive compensation and equity

• Health, dental, and vision benefits

• 20 vacation days (plus holidays)

• Flexible work model—hybrid roles encouraged from our San Diego office

• The opportunity to shape the future of digital healthcare, one member at a time

Our Commitment to Diversity & Inclusion

Chronic conditions like diabetes disproportionately affect BIPOC communities. At 9amHealth, we’re committed to building a team that reflects the diversity of the people we serve. We welcome applications from people of all backgrounds, including BIPOC, LGBTQ+, people with disabilities, and those from historically underrepresented communities.