Customer Success Manager

9amHealth is specialized cardiometabolic care: a first of its kind, whole body approach to preventing and treating obesity, diabetes, high blood pressure, and high cholesterol, and help with weight management. We offer custom care plans, prescription medications, and expert guidance to help our members live healthier every day.

9amHealth is a San Diego, California, based company led by the team behind mySugr, a successful diabetes management app acquired by Roche in 2017. 7Wire Ventures, Human Capital, Founders Fund, Define Ventures, Speedinvest, iSeed Ventures, and StartUp Health have backed 9amHealth, with a total funding of 25 million dollars. We are on a growth trajectory to achieve our mission of a more connected care approach for cardiometabolic health.

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

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

This role offers a base salary of up to $120,000, with eligibility for a 15% performance based bonus.

At 9amHealth, you'll join the exciting environment of a startup with the stability of highly experienced founders that have successfully built a business from scratch. We foster a collaborative learning mindset and a passion for improvement. You'll work with a brand-new product alongside a small, flexible team of people eager to shape technology, infrastructure, and culture.

Our team members are spread across the globe, with physical sites in San Diego, California, and Vienna, Austria, but we value your culture regardless of where you work.

We offer a comprehensive benefits package, including health, dental, and vision insurance, along with flexible PTO and work from home options. We provide a professional development budget and support continuing education, empowering our team to grow alongside the company. Team members have the opportunity to make a meaningful impact on chronic disease management and patient outcomes while contributing to a collaborative, mission driven culture focused on improving healthcare accessibility and affordability.

Diabetes disproportionately impacts BIPOC (black, indigenous, and people of color) communities. We are committed to creating a workforce that reflects our patients and creating a positive healthcare experience for them. We welcome applications from people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, and foreign born residents.