Manager, Customer Success

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. The Director, Customer Success will report to the Vice President of Customer Success and will manage a team of individual contributors across Amwell’s product lines, fostering employee development, establishing strong leadership relationships with customers and helping build the core team playbook as we scale operations. This role will help establish process, systems, and deliverables that align to our mission, providing coaching and mentoring to employees who are the “face and voice of the company” and actively contribute to the overall success of the business. 

About Customer Success at Amwell: 

The Customer Success team at Amwell is made up of Customer Success Managers (CSM’s), each of whom manages a consistent portfolio of customers. CSM’s are responsible for: 

• Proactively building strong relationships with customer contacts at each level of the customer organization throughout the entire partnership 
• Understanding and helping 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 
• Collaborating closely with Account Directors to provide Executive Business Reviews and ensure strategic alignment with the customer’s goals and Amwell experience 
• Partnering closely with Implementation Managers during project phase to ensure a smooth post-go live transition 
• Moving customers along the lifecycle from adoption to proficiency with the Amwell product suite 
• Leveraging 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 engaging 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 
• Managing basic platform or program configuration needs & updates
• Collaborating with internal teams to design a roadmap of future product adoption for each customer, including migrations 
• Being a champion for documentation and alignment across internal & external stakeholders, a true customer-facing advocate with the skills and passion of a project manager 
• Maintaining 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 
• Acting as a central point of communication for proactive communications such as maintenance, releases, events, etc. as well as managing support ticket escalations with urgency – owning internal & external coordination and messaging

In general, working cross-functionally with Account Management, Sales, Customer Support, Product & Engineering, Professional Services, and Solution Design to drive a successful overall customer relationship 

Core Responsibilities:

• Lead a team of highly effective individual contributor CSMs focused on our lower tier customer base to understand customer goals & KPIs and drive maximum customer satisfaction and retention
• Spearhead collaboration across departments over the entire customer lifecycle to continuously improve performance against agreed Customer Success metrics 
• Manage & performance coach CSMs to achieve quarterly and