Customer Success Manager

About this role

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.

Using primarily digital customer success methodologies, CSMs also leveragecustomer relationships, industry knowledge, key data insights, and a broad understanding of Amwell’s products and processes to drive increased satisfaction, adoption, and customer retention throughout the customer lifecycle

This role will have two primary functions:

1. Digital CSM through a queue based approach and

2. HyperCare CSM providing temporary enhanced CSM efforts for at risk clients

Below are core responsibility outlines for both functions to the role.

Core Responsibilities

HyperCare Customer Success Management

· Provide temporary enhanced, high-touch customer success management to at-risk or escalated customers

· Develop and implement targeted intervention plans for escalated customers to address their specific challenges

· Once customers are successfully de-escalated, transition them back to standard digital customer success processes

· Flexibly support and/or move between multiple hypercare assignments as customer needs evolve

Digital Customer Success Management

· Utilize primarily digital methodologies, including a queue based approach, to efficiently guide customers through the customer lifecycle from adoption to proficiency

· Leverage automation, digital communications, and data-driven insights to proactively monitor customer health

· Scale customer success activities across multiple accounts simultaneously using digital tools and processes

· Proactively build strong relationships with customer contacts at each level of the customer organization throughout the entire partnership

· Understand and help measure customers’ 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 Sales to identify expansion opportunities in support of account growth

· Leverage expert knowledge of Amwell’s software and hardware products to help customers get the most from their contracted products, including advising customers on best practices & news, clinical workflows (where applicable), consulting on configuration options, partnering with them on reporting needs reflecting their KPIs and communicating product features & functionality that benefit the customer’s business

· Proactively engage with providers, program managers and other customer stakeholders to understand pain points and best practices, provide training at scale where needed, and gather feedback on Amwell’s products

· Manage basic platform or program configuration needs & updates

· 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

· Manage support ticket escalations with urgency – owning internal & external coordination and messaging and develop remediation plans for at-risk customers

· In general, work cross-functionally with Sales, Customer Support, Product & Engineering, and Professional Services to drive a successful overall customer relationship

Travel Requirements: Limited

Qualifications

· A bachelor’s degree or equivalent

· 4+ years of relevant experience in customer success in a SaaS environment

· US based requirement given the need to access PHI

· Experience working in healthcare technology and/or operations

· A ‘customer first’ mindset and passion for delivering a delightful customer experience

· Comfortable understanding and explaining software products to diverse audiences

· High level of verbal and written communication skills

· Excellent time management and project management skills

· Experience at a high growth company with distributed operations

· 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 des

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