Director of Customer Success — Scale & Growth

Socket.dev; United States; On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Health insurance

Flexible PTO

Work from home options

Professional development budget

Job summary

9amHealth is seeking a Director of Customer Success to lead a globally distributed team, shaping scalable operations and delivering exceptional outcomes for customers managing chronic conditions.

Reporting to the VP of Customer Success, you’ll coach managers, build repeatable playbooks, and partner with Product, Clinical, Operations, Sales, and Commercial to deepen partnerships and drive meaningful expansion.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or another customer-facing leadership function.
• 3+ years directly managing and developing Customer Success Managers or other customer-facing individual contributors.
• Proven success building high-performing teams through coaching, performance management, and leadership development.
• Experience designing or improving Customer Success operations, including scalable processes, playbooks, metrics, and operational workflows.
• Strong business acumen and an analytical mindset, with the ability to use customer and operational data to drive decisions.
• Excellent communication skills and executive presence, with the ability to build trusted relationships internally and externally.
• Proven ability to influence cross-functional teams without direct authority.
• Experience working in a fast-paced, high-growth environment.
• Healthcare, digital health, employer-sponsored healthcare, or health plan experience is preferred.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers.
• Build a culture of accountability, collaboration, customer advocacy, and continuous improvement.
• Develop the customer success, consultative, and leadership skills of your team through consistent coaching and feedback.
• Establish clear performance expectations and support meaningful career development for every team member.
• Help grow future leaders and strengthen the team as the business scales.
• Lead a team that delivers exceptional customer experiences driving satisfaction, adoption, retention, and long-term partnership.
• Coach Customer Success Managers to build trusted executive relationships and serve as strategic advisors to their customers.
• Partner with Customer Success Managers on strategic relationships, executive engagement, and complex customer situations.
• Guide the team in identifying expansion opportunities and partner with Commercial to advance those opportunities when they create meaningful customer value.
• Lead customer escalations through thoughtful resolution while maintaining trust and partnership.
• Champion the voice of the customer throughout the organization.
• Design and continuously improve the operating model that enables Customer Success to scale.
• Build repeatable playbooks, processes, and operating rhythms that create consistency and efficiency across the team.
• Improve customer health measurement, forecasting, reporting, and operational metrics.
• Identify opportunities to simplify work through automation, standardization, and technology.
• Help evolve customer segmentation, engagement models, and capacity planning as the organization grows.
• Create the operational foundation that allows the team to spend more time delivering value to customers.
• Partner closely with Product, Clinical, Operations, Sales, Marketing, Implementation, and Commercial to deliver a seamless customer experience.
• Translate customer feedback into actionable improvements across our products, services, and processes.
• Remove friction across the customer journey and contribute to strategic initiatives that improve customer outcomes and organizational effectiveness.
• Build strong internal partnerships and establish Customer Success as a trusted strategic partner across the company.

Skills

Team leadership

Coaching

Customer success operations

Strategic relationships

Executive presence

Cross-functional collaboration

Data-driven decisions

Communication

Job description

9amHealth is seeking a Director of Customer Success to lead a globally distributed team, shaping scalable operations and delivering exceptional outcomes for customers managing chronic conditions.

Reporting to the VP of Customer Success, you’ll coach managers, build repeatable playbooks, and partner with Product, Clinical, Operations, Sales, and Commercial to deepen partnerships and drive meaningful expansion.