Director of Customer Success

Join 9am Health as the Director of Customer Success, where you'll lead a team of Customer Success Managers, build scalable operations, and create exceptional customer experiences. You'll be responsible for developing a high-performing team, establishing clear performance expectations, and partnering across the organization to continually improve the customer experience. This role requires a strong business acumen, analytical mindset, and a passion for developing people.

• Lead, coach, and develop a team of Customer Success Managers, establishing clear performance expectations and supporting meaningful career development.
• Design and continuously improve the operating model that enables Customer Success to scale, building repeatable playbooks, processes, and operating rhythms.
• Partner closely with Product, Clinical, Operations, Sales, Marketing, Implementation, and Commercial to deliver a seamless customer experience.

• This role is ideal for someone who loves to lead, build, and create
• Experience designing or improving Customer Success operations, including scalable processes, playbooks, metrics, and operational workflows
• 3+ years directly managing and developing Customer Success Managers or other customer-facing individual contributors
• Strong business acumen and an analytical mindset, with the ability to use customer and operational data to drive decisions
• Experience working in a fast-paced, high-growth environment
• 5+ years of experience in Customer Success, Account Management, or another customer-facing leadership function
• Proven ability to influence cross-functional teams without direct authority
• Demonstrated success building high-performing teams through coaching, performance management, and leadership development
• Healthcare, digital health, employer-sponsored healthcare, or health plan experience is preferred
• Excellent communication skills and executive presence, with the ability to build trusted relationships internally and externally
• You believe developing people is one of the most important responsibilities of a leader
• You lead with humility, curiosity, and a bias toward action
• You love building teams, systems, processes, and stronger customer partnerships
• You balance empathy with accountability and can create clarity where there is ambiguity
• You’re energized by operational challenges that improve both the team experience and the customer experience