Customer Success Manager

amwell inc; United States; On-site; USD 93,690 - 114,510; Full time

Benefits offered by this job

Flexible Personal Time Off

401K match

Competitive healthcare, dental and vis

Paid Parental Leave

Employee Stock Purchase Program

Free access to Amwell’s Telehealth Srv

Free Calm App subscription

Tuition Assistance Program

Pet Insurance

Job summary

Amwell is looking for an experienced Customer Success Manager to drive adoption, retention, and satisfaction across healthcare SaaS deployments. You will manage digital and hypercare engagements, craft targeted interventions for at-risk clients, and partner with Sales and Product teams to expand scope and optimize outcomes.

You’ll work with Gainsight, Salesforce, and cross-functional stakeholders to align on goals, KPIs, and best practices, delivering scalable training and proactive care across

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.
• Gainsight and Salesforce proficiency preferred.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Customer Success

SaaS

Communication skills

Project management

Time management

High energy

Gainsight

Salesforce

Education

Bachelor’s degree or equivalent

Tools

Gainsight

Salesforce

Job description

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 & 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.