Customer Success Manager

Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

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 an experienced, passionate Customer Success Manager (CSM) with excellent relationship building & project management skills to join the team. CSMs leverage deep customer relationships, industry knowledge, key data insights, and a broad understanding 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 

• 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 personalized training where needed, and gather feedback on Amwell’s products 
• Manage basic platform or program configuration needs & updates 
• 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 proactive communications such as maintenance, releases, events, etc. as well as manage support ticket escalations with urgency – owning internal & external coordination and messaging 
• In general, work cross-functionally with Account Management, Sales, Customer Support, Product & Engineering, Professional Services, and Solution Design to drive a successful overall customer relationship 

Travel Requirements: 15-30%

Qualifications:

• A bachelor’s degree or equivalent 
• 4+ years of relevant experience in customer success in a SaaS environment 
• Experience working in healthcare technology and/or operations 
• A ‘customer first’ mindset and passion for delivering a delightful customer exper