Customer Success Manager

Company Description At Amwell, we’re transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don’t just matter—they drive real change, improving lives on a global scale. We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry’s biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care. We do this through our technology-enabled care platform that is designed to help our clients achieve their digital care ambitions – today and in the future. We offer programs spanning the full care continuum, including urgent, acute and specialty care, behavioral health, and services for the treatment of chronic conditions such as heart and cardiometabolic diseases. Programs are powered by Amwell as well as our growing partner network. For almost two decades, Amwell has proudly served some of the largest and most sophisticated healthcare organizations in the U.S. and worldwide. Our team is passionate about technology’s role in transforming care delivery and making it more equitable, accessible, efficient, cost-effective and navigable for all. Brief Overview We are looking for an experienced, passionate Customer Success Manager (CSM) with excellent relationship building & project management skills to join the team. The CSM will leverage deep customer relationships, key data insights, and a broad knowledge of Amwell’s products and processes to drive increased satisfaction, adoption, and customer retention. CSMs partner closely with customers in their assigned book of business throughout the customer lifecycle to:

• Help them to maximize the benefits of their Amwell product portfolio
• Work with them to define, track and achieve goals & KPIs
• Proactively identify solutions & overcome barriers to satisfaction
• Achieve greater product adoption & utilization
• Advocate to ensure that all departments within Amwell are aligned to meet their needs

Core Responsibilities

• Proactively build strong relationships with customer contacts at each level of the customer organization throughout the entire partnership
• Understand and help measure customers’ individual business goals and KPIs to develop tailored proactive outreach as appropriate, including provider engagement, product consulting, use case optimization and proactive monitoring of support issues
• Collaborate closely with Account Directors to provide Executive Business Reviews and ensure strategic alignment with the customer’s goals and Amwell experience
• Partner closely with Implementation Managers during project phase to ensure a smooth post-go live transition
• Move customers along the lifecycle from adoption to proficiency with the Amwell product suite, while continuing to foster growth of the product adoption.
• Leverage expert knowledge of Amwell’s software, hardware, and clinical product offerings to help customers get the most from their contracted products, including advising customers on best practices, consulting on configuration options, and communicating new product features that could benefit the customer’s business
• Proactively engage with key client stakeholders to understand pain points and best practices, provide personalized training where needed, and gather feedback on Amwell’s products
• Collaborate with internal teams to design a roadmap of future product adoption for each customer, including migrations
• Be a champion for documentation and alignment across internal & external stakeholders, a true customer-facing advocate with the skills and passion of a project manager
• Maintain internal CRM (Gainsight) to track customer health and activity, proactively identify trends & potential risks, and to provide greater visibility to the internal organization about the customer and their needs
• Act as a central point of communication for support ticket escalations, responding with a sense of urgency and owning external messaging for escalations, while partnering with the Customer Support internal liaison
• In general, work cross-functionally with Account Management, Sales, Customer Support, Product, Professional Services, and Solution Design to drive a successful overall customer relationship

Qualifications

• A bachelor’s degree or equivalent
• 4+ years of relevant experience in customer success in a SaaS environment
• Experience working in healthcare technology
• Excellent project management skills
• A ‘customer first’ mindset and passion for delivering a delightful customer experience
• Comfortable understanding and explaining software products to diverse audiences
• Excellent verbal and written communication skills
• Excellent project management skills, time management, and ability to remain calm and resilient in high pressure situations
• High energy level, enthusiastic, and eager to do what is necessary to be successful
• Gainsight and Salesforce proficiency preferred

Do Well. Live Well. At Amwell. Driven by our mission and values, we foster a workplace where Delivering Awesome, being Customer First and operating as One Team aren’t just aspirations – they are how we work, every day. Our people are our greatest asset. We strive to empower their growth and development not only as Amwellians but as individuals, through generous total rewards packages, a virtual-first work environment, work-life flexibility, including Summer Fridays and designated Mental Health Days, as well as opportunities to stretch and learn – to name a few. It’s our people who truly differentiate us. Ask anyone and they’ll tell you – you’ll never work with more passionate, more driven and more caring team members. We champion a culture of respect and inclusion, accountability and integrity, innovation and collaboration. At Amwell, you’ll do the most meaningful work of your career—improving healthcare for millions, growing alongside incredible teammates, and being valued for who you are. Benefits Flexible Personal Time Off (Vacation time) 401K match Competitive healthcare, dental and vision insurance plans Paid Parental Leave (Maternity and Paternity leave) Employee Stock Purchase Program Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program Free Subscription to the Calm App Tuition Assistance Program Pet Insurance Salaried, Exempt Roles The typical base salary range for this position is $93,690 - $114,510. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission, and the above range may not be an accurate representation of total compensation. Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed. Fraud Prevention Notice As part of Amwell's commitment to maintaining a secure and trusted hiring process, Amwell uses fraud detection capabilities within its hiring platform to help identify potentially suspicious, fraudulent, or unauthorized activity during the recruitment process. These tools are designed to help protect candidates, Amwell, and the integrity of the hiring process by identifying indicators that may be associated with impersonation, account misuse, or other forms of recruiting fraud. Information generated through fraud detection is reviewed by authorized personnel and is not used as the sole basis for hiring decisions. Personal information collected or processed in connection with fraud detection will be handled in accordance with applicable data protection laws and Amwell's Applicant Privacy Notice. Identity Verification Notice As part of Amwell's commitment to maintaining a secure and trusted hiring process, candidates for this role are required to complete an identity verification step through Greenhouse Identity Verification powered by CLEAR during the interview process. Identity verification is used solely to confirm a candidate's identity and help prevent fraud and impersonation within the hiring process. It is not a background check and does not independently determine hiring decisions. Because this role has been designated as requiring identity verification, completion of the verification process is a condition of continuing in the recruitment process. Candidates who do not complete the identity verification process will not be eligible to advance to subsequent stages of consideration for this role. Personal information collected as part of the identity verification process will be handled in accordance with applicable privacy laws and Amwell's Applicant Privacy Notice. Privacy Notice