Customer Success Manager
11 hours ago
Amwell is seeking a highly motivated and experienced Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for building and maintaining strong relationships with our customers, ensuring their success with our products, and driving growth and retention.
Key Responsibilities:- Proactively build and maintain strong relationships with customers to understand their business goals and objectives.
- Develop and execute tailored plans to drive customer success, including proactive outreach, product consulting, and use case optimization.
- Collaborate closely with Sales and Implementation teams to ensure seamless customer onboarding and transition to post-go-live support.
- Work closely with customers to identify and address pain points, provide personalized training, and gather feedback on our products.
- Manage basic platform or program configuration needs and updates.
- Collaborate with internal teams to design a roadmap of future product adoption for each customer.
- Be a champion for documentation and alignment across internal and external stakeholders.
- Maintain internal CRM to track customer health and activity, proactively identify trends and potential risks, and provide greater visibility to the internal organization.
- Act as a central point of communication for proactive communications and manage support ticket escalations with urgency.
- 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.
- '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.
- Gainsight and Salesforce proficiency preferred.
- Competitive salary and bonus structure.
- Flexible personal time off (vacation time).
- 401K match.
- Competitive healthcare, dental, and vision insurance plans.
- Birthing parents at Amwell enjoy up to 18 weeks of paid maternity leave.
- Non-birthing parents enjoy 10 weeks of paid leave.
- US employees experiencing reproductive loss are eligible for up to 7 days of paid 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.
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