Director of Customer Success — Scale & Strategy

9amHealth; United States; Remote; USD 150,000 - 230,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision 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, build scalable CS programs, and drive exceptional customer outcomes. This role partners across Product, Clinical, Operations, Sales, Marketing, and Commercial to ensure a seamless customer journey.

You will coach managers, establish repeatable processes, and champion the voice of the customer while guiding CS to enable growth and long-term partnerships.

Qualifications

• 5+ years in Customer Success, Account Management, or related leadership role.
• Proven ability to build and scale teams.
• Strong coaching and performance-management skills.
• Experience designing scalable CS operations, playbooks, and metrics.
• Excellent communication and executive relationship-building abilities.

Responsibilities

• Lead and develop a team of Customer Success Managers.
• Build scalable operating models and playbooks for CS.
• Drive customer outcomes: satisfaction, adoption, retention, and partnerships.
• Partner with Product, Operations, Sales, and Marketing to improve the customer journey.
• Identify expansion opportunities and coordinate with Commercial teams.

Skills

Leadership

Coaching

Cross-functional collaboration

Analytical mindset

Executive presence

Job description

9amHealth is seeking a Director of Customer Success to lead a globally distributed team, build scalable CS programs, and drive exceptional customer outcomes. This role partners across Product, Clinical, Operations, Sales, Marketing, and Commercial to ensure a seamless customer journey.

You will coach managers, establish repeatable processes, and champion the voice of the customer while guiding CS to enable growth and long-term partnerships.