Client Success Specialist, 9amHealth
Provider of cardiometabolic healthcare
Job no longer available
Provider of cardiometabolic healthcare
101-200 employees
Job no longer available
101-200 employees
Company mission
To deliver unlimited care from specialists across diabetes, obesity, and heart health to help our members live healthier every day.
Role
Who you are
- 2–4 years of experience in operations, customer success, support, or healthcare operations
- Experience working in a startup or fast-growing company preferred
- Strong problem-solving and analytical skills
- Exceptional organizational skills and attention to detail
- Ability to manage multiple issues simultaneously in a fast-paced environment
- Strong cross-functional communication skills
- Experience with tools such as Slack, Zendesk,
What the job involves
- We are seeking a highly organized and detail-oriented Client Success Specialist to support the Client Success team by managing escalations, operational exceptions, and internal coordination across client accounts. This role is not client-facing and works closely with Senior Client Success Managers to ensure timely resolution of issues impacting employer clients and members
- The Client Success Associate acts as the central hub for escalations and operational troubleshooting, partnering with internal teams including Clinical Operations, Product, Pharmacy, Member Support, and Marketing to investigate and resolve issues. This role ensures that exceptions are tracked, addressed quickly, and communicated internally so Client Success Managers can maintain strong client relationships
- This is an ideal role for someone who thrives in a fast-paced startup environment, enjoys solving complex problems, and excels at cross-functional coordination
- Escalation Management
- Serve as the central intake point for escalations from Client Success Managers across all employer clients
- Investigate issues related to member experience, prescriptions, devices, billing, program eligibility, and operational workflows
- Coordinate with internal teams (Clinical, Product, Pharmacy, Support, Operations) to identify root cause and drive resolution
- Track escalations and ensure timely follow-up until resolution
- Exception Handling
- Manage operational exceptions across client accounts, including:
- Eligibility discrepancies
- Prescription or pharmacy workflow issues
- Device shipment issues
- Benefit configuration questions
- Program enrollment anomalies
- Document exceptions and ensure consistent handling across clients
- Cross-Functional Coordination
- Work closely with:
- Client Success Managers
- Member Support
- Clinical teams
- Product and Engineering
- Pharmacy operations
- Ensure issues are routed to the appropriate teams and resolved efficiently
- Escalation Tracking & Reporting
- Maintain a centralized tracker of escalations and exceptions
- Identify recurring issues and trends across clients
- Provide regular updates to Client Success leadership on escalation themes and resolution timelines
- Partner with Product and Operations to help prevent future issues
- Process Improvement
- Identify opportunities to improve workflows and reduce operational friction
- Document escalation processes and exception protocols
- Help build scalable processes as the client base grows
Our take
The high cost of GLP-1 medications, used to treat diabetes and weight management, poses a challenge for both patients and employers. This expensive medication, while highly effective, creates a burden on healthcare systems and limits access for many who could benefit.
9amHealth steps in to address this issue by offering an affordable solution for cardiometabolic care. It provides patients with personalized care plans, medication delivery, at-home lab tests, and unlimited access to specialists. This not only simplifies the healthcare experience for patients but also boasts impressive clinical outcomes.
Additionally, 9am partners with businesses to offer these benefits to their employees, helping manage healthcare costs and improve employee health. The company is well-funded with a strong foundation and promising future, as the popularity of GLP-1s continues to soar.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Health, vision, and dental plans
- 20 vacation days (for full-time employees)
- Flexible, hybrid working model
Company HQ
Encinitas, CA
Leadership
Frank Westermann
(Co-CEO & Co-founder)Alongside 9amHealth, they are the founder and CEO of Whitewater Ventures. Previously co-founded mySugr (acquired by Roche) and Zense-Life.
Anton Kittelberger
(Co-CEO & Co-founder)Currently an Investor and Non-Executive Chairman at BOYDSense. Previously worked at mySugr for over 7 years in a number of roles, including CEO. They also worked at Roche and Detecon International.
Paul Geevarghese
(COO & Co-founder)Previously held Vice President roles at Roche and mySugr. They were also a Senior Manager of Medical Affairs at Novo Nordisk.
Bernhard Schandl
(CTO & Co-founder)Co-founder and Tech Advisor at inoqo. Previously the Head of Technology, CTO, and VP of Engineering at mySugr. They were also a Lecturer at Fachhochschule Technikum Wien for over 6 years.
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