Client Success Specialist

9amHealth

Client Success Specialist managing escalations and operational exceptions for client accounts at 9amHealth. Collaborating with various internal teams to enhance member experience and operational efficiency.

Posted 5/27/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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.
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.
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.
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.
Identify opportunities to improve workflows and reduce operational friction.
Document escalation processes and exception protocols.
Help build scalable processes as the client base grows.

Requirements

What you’ll need

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,

Benefits

Comp & perks

health, dental, and vision insurance
flexible PTO
work from home options
professional development budget
support continuing education

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operationscustomer successsupporthealthcare operationsproblem-solvinganalytical skillsorganizational skillsattention to detailworkflow improvementescalation management

Soft Skills

cross-functional communicationtime managementmulti-taskingteam collaborationleadershipadaptabilitycritical thinkingclient relationship managementprocess documentationissue resolution