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    Customer Success Manager - San Diego, United States - 9amHealth

    9amHealth
    9amHealth San Diego, United States

    2 weeks ago

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    Description
    What it is

    We are looking for a motivated self-starter to join the Customer Success team as a Customer Success Manager.


    As a CSM at 9amHealth, your core responsibility is helping our clients implement and/or sell the 9amHealth solution to their employees, members, and clients.

    You will help manage the joint implementation plan with clients in your portfolio as well as provide sales support to client Sales and Account Management teams where applicable.

    You'll be responsible for maintaining the long-term health and expansion within your portfolio.


    Internally you'll work directly with the Marketing, Care, and Product teams to bring best-in-class service and support to our clients and members.

    You'll evangelize the benefits of our whole body care, and highlight our commitment to accessible and affordable healthcare.

    In this role, you will report to our Head of Customer Success within the broader Commercial team.

    What you'll do


    Lead a portfolio of clients across health plans, PBM, and employer spaces and be the face of 9amHealth for all client-related needs following the signing of a contract.

    Lead internal and external client meetings to keep projects on time
    Manage client escalations and communicate their feedback, collaborating with teams such as marketing, sales, product, and care.

    Lead quarterly business reviews with key stakeholders across accounts during which you'll provide member engagement, program metrics, and proactive ways to improve on KPIs.

    Coordinate 9amHealth responses in Sales cycles and ongoing relationship management for RFIs and RFPs.
    Create and manage long-term, strategic relationships with clients, including coordinating across 9amHealth for renewals, upsell, and expansion. This includes maintaining industry-leading customer satisfaction measured through NPS and client reference ability.

    What you'll need

    Minimum Qualifications
    Bachelor's degree
    3-5 years of experience working in the healthcare space
    Strong project management skills, including attention to detail and the ability to prioritize and manage multiple tasks across multiple clients
    Experience owning internal and external deliverables
    Executive presence
    Strong internal and external written and verbal communication
    Experience working with remote teams
    Ability to travel into the office in San Diego, CA (Encinitas) 1-2x/quarter
    Preferred Qualifications
    Prior experience working with health plan customers
    Experience with G-suite, Hubspot, Asana, and Slack
    Experience working at a startup (Series A-D)
    Spanish language
    Experience working in pharmacy, pharmaceutical, or diabetes care

    What you can expect at 9amHealth


    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 competitive compensation and benefits, including health, vision, and dental plans and 20 vacation days (for full-time employees). Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and location. Our working model is flexible.

    Some employees work from home, and some in the office, but we appreciate team members willing to work from and travel to the office as needed.

    Our commitment to diversity and inclusion

    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.
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