Customer Success Manager

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 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.

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. 

https://business.amwell.com/company/privacy-notice-US-applicants