Customer Success Manager

About the role

We are looking for an experienced, passionate Customer Success Manager (CSM) with excellent relationship building & project management skills to join the team. The CSM will leverage deep customer relationships, key data insights, and a broad knowledge of Amwell’s products and processes to drive increased satisfaction, adoption, and customer retention.

Core Responsibilities

• Proactively build strong relationships with customer contacts at each level of the customer organization throughout the entire partnership
• Understand and help 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
• Collaborate closely with Account Directors to provide Executive Business Reviews and ensure strategic alignment with the customer’s goals and Amwell experience
• Partner closely with Implementation Managers during project phase to ensure a smooth post-go live transition
• Move customers along the lifecycle from adoption to proficiency with the Amwell product suite, while continuing to foster growth of the product adoption
• Leverage expert knowledge of Amwell’s software, hardware, and clinical product offerings to help customers get the most from their contracted products, including advising customers on best practices, consulting on configuration options, and communicating new product features that could benefit the customer’s business
• Proactively engage with key client stakeholders to understand pain points and best practices, provide personalized training where needed, and gather feedback on Amwell’s products
• Collaborate with internal teams to design a roadmap of future product adoption for each customer, including migrations
• 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
• Act as a central point of communication for support ticket escalations, responding with a sense of urgency and owning external messaging for escalations, while partnering with the Customer Support internal liaison
• Work cross-functionally with Account Management, Sales, Customer Support, Product, Professional Services, and Solution Design to drive a successful overall customer relationship

Qualifications

• A bachelor’s degree or equivalent 4+ years of relevant experience in customer success in a SaaS environment
• Experience working in healthcare technology
• Excellent project management skills
• A ‘customer first’ mindset and passion for delivering a delightful customer experience
• Comfortable understanding and explaining software products to diverse audiences
• Excellent verbal and written communication skills
• Excellent project management skills, time management, and ability to remain calm and resilient in high pressure situations
• A high energy level, enthusiastic, and eager to do what is necessary to be successful
• Gainsight and Salesforce proficiency preferred