join9am Director, Customer Success at join9am leads a team of Customer Success Managers to deliver exceptional customer experiences and drive retention. The role focuses on coaching, scalable operations, and partnership expansion.
Responsibilities
Lead, coach, and develop a team of Customer Success Managers
Build a culture of accountability, collaboration, and customer advocacy
Develop customer success, consultative, and leadership skills of the team
Establish performance expectations and support career development
Deliver exceptional customer experiences driving satisfaction and retention
Coach managers to build trusted executive relationships
Partner on strategic relationships and complex customer situations
Identify expansion opportunities and collaborate with Commercial
Lead customer escalations with thoughtful resolution
Qualification
Experience working in a fast-pacedHealthcareYou’ll Thrive Here IfYou love building teams
Required
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.
Demonstrated 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.
You’ll Thrive Here If...
You believe developing people is one of the most important responsibilities of a leader.
You love building teams, systems, processes, and stronger customer partnerships.
