Customer Success Manager

4 weeks ago

Boston, Massachusetts, United States Amwell Full time

About the Role:

We are seeking an experienced Customer Success Manager to join our team at Amwell. As a key member of our customer-facing organization, you will be responsible for delivering exceptional customer experiences and driving business growth through strategic partnerships.

Key Responsibilities:

  • Build and maintain strong relationships with customers across various levels of their organization
  • Understand and help measure customers' individual business goals and KPIs to develop tailored proactive outreach
  • Collaborate closely with Sales to provide Executive Business Reviews and ensure strategic alignment with customers' goals and Amwell experience
  • Partner with Implementation Managers during project phase to ensure a smooth post-go live transition
  • 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
  • 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

Requirements:

  • Bachelor's degree or equivalent
  • 4+ years of relevant experience in customer success in a SaaS environment
  • US-based, given the need to access PHI
  • 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

About Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We're a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks.

Amwell aims to be a force for good for our employees, our clients, and our communities. Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.

Amwell is a 'virtual first' workplace, which means you can work from anywhere, coming together physically for ideation, collaboration, and client meetings. We enable our employees with the tools, resources, and opportunities to do their jobs effectively wherever they are.

The typical base salary range for this position is $80,000-$120,000. 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.

Additional Benefits:

  • 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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