Customer Success Manager

One of our three organizational values is “Customer First” and in 2022 we launched & introduced Amwell’s first Customer Success team, spanning all business verticals and products. This team is tasked with providing a delightful customer experience and ensuring customers achieve their desired results, ultimately maximizing retention and growth. We are looking for experienced, passionate Customer Success Managers (CSMs) with excellent relationship building & project management skills to join the team. CSMs 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 will 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 
• 2+ 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 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 
• The typical base salary range for this position is $80,240- $110,330