Customer Success Leadership Role

2 days ago


Étreux, Hauts-de-France, United States American Well Full time
About the Role

Amwell, a leading digital healthcare company, seeks an experienced Customer Success Manager to lead our Customer Success team. This role is responsible for driving customer satisfaction, retention, and growth through strategic planning, coaching, and development of our CSMs.

The ideal candidate will have 6+ years of experience in customer success in a healthcare SaaS environment, with a proven track record of managing high-performing teams and developing scalable processes.

Key Responsibilities
  • Lead a team of highly effective individual contributor CSMs who manage 1:1 strategic customer relationships.
  • 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 annual OKR targets, as well as encourage their development against our core competencies
  • Inspire team to grow and impact our business beyond their own customer base
Requirements
  • A bachelor's degree or equivalent
  • 6+ years of relevant experience in customer success in a healthcare SaaS environment
  • 2+ years of management experience
  • Deep understanding and subject matter expertise across Amwell's product solutions portfolio
  • Gainsight and Salesforce proficiency
  • Comfortable understanding and explaining software products to diverse audiences
What We Offer

We offer a competitive salary range of $131,920 - $181,390, with opportunities for annual bonuses and long-term incentives. Additionally, we provide flexible personal time off, 401K match, and comprehensive health insurance plans.



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