{"id":2906,"date":"2026-07-31T08:20:15","date_gmt":"2026-07-31T08:20:15","guid":{"rendered":"https:\/\/tradefinder.help\/?p=2906"},"modified":"2026-07-31T08:20:15","modified_gmt":"2026-07-31T08:20:15","slug":"amwell-customer-success-manager","status":"publish","type":"post","link":"https:\/\/tradefinder.help\/?p=2906","title":{"rendered":"Amwell: Customer Success Manager"},"content":{"rendered":"

\n Headquarters:<\/strong> Remote – US\n<\/p>\n

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Company Description<\/p>\n

At Amwell, we\u2019re transforming healthcare for all\u2014powered by technology and inspired by people. Here, your ideas don\u2019t just matter\u2014they drive real change, improving lives on a global scale.<\/p>\n

We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry\u2019s biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care. <\/strong><\/p>\n

We do this through our technology-enabled care platform that is designed to help our clients achieve their digital care ambitions \u2013 today and in the future. We offer <\/strong>programs spanning the full care continuum<\/strong>, 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.<\/p>\n

For almost two decades,<\/strong> 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\u2019s role in transforming care delivery and making it more equitable, accessible, efficient, cost-effective and navigable for all.<\/p>\n<\/div>\n

Brief Overview\u00a0<\/strong><\/p>\n\n

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\u2019s products and processes to drive increased satisfaction, adoption, and customer retention.<\/p>\n

CSMs partner closely with customers in their assigned book of business throughout the customer lifecycle to:<\/p>\n

\u00b7 Help them to maximize the benefits of their Amwell product portfolio<\/p>\n

\u00b7 Work with them to define, track and achieve goals & KPIs<\/p>\n

\u00b7 Proactively identify solutions & overcome barriers to satisfaction<\/p>\n

\u00b7 Achieve greater product adoption & utilization<\/p>\n

\u00b7 Advocate to ensure that all departments within Amwell are aligned to meet their needs<\/p>\n\n

Core Responsibilities\u00a0<\/strong><\/p>\n\n

\u00b7 Proactively build strong relationships with customer contacts at each level of the customer organization throughout the entire partnership<\/p>\n

\u00b7 Understand and help measure customers\u2019 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<\/p>\n

\u00b7 Collaborate closely with Account Directors to provide Executive Business Reviews and ensure strategic alignment with the customer\u2019s goals and Amwell experience<\/p>\n

\u00b7 Partner closely with Implementation Managers during project phase to ensure a smooth post-go live transition<\/p>\n

\u00b7 Move customers along the lifecycle from adoption to proficiency with the Amwell product suite, while continuing to foster growth of the product adoption.<\/p>\n

\u00b7 Leverage expert knowledge of Amwell\u2019s 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\u2019s business<\/p>\n

\u00b7 Proactively engage with key client stakeholders to understand pain points and best practices, provide personalized training where needed, and gather feedback on Amwell\u2019s products<\/p>\n

\u00b7 Collaborate with internal teams to design a roadmap of future product adoption for each customer, including migrations<\/p>\n

\u00b7 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<\/p>\n

\u00b7 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<\/p>\n

\u00b7 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<\/p>\n

\u00b7 In general, work cross-functionally with Account Management, Sales, Customer Support, Product, Professional Services, and Solution Design to drive a successful overall customer relationship<\/p>\n\n

Qualifications<\/strong><\/p>\n\n

\u00b7 A bachelor\u2019s degree or equivalent<\/p>\n

\u00b7 4+ years of relevant experience in customer success in a SaaS environment<\/p>\n

\u00b7 Experience working in healthcare technology<\/p>\n

\u00b7 Excellent project management skills<\/p>\n

\u00b7 A \u2018customer first\u2019 mindset and passion for delivering a delightful customer experience<\/p>\n

\u00b7 Comfortable understanding and explaining software products to diverse audiences<\/p>\n

\u00b7 Excellent verbal and written communication skills<\/p>\n

\u00b7 Excellent project management skills, time management, and ability to remain calm and resilient in high pressure situations<\/p>\n

\u00b7 High energy level, enthusiastic, and eager to do what is necessary to be successful<\/p>\n

\u00b7 Gainsight and Salesforce proficiency preferred<\/p>\n\n

Do Well. Live Well. At Amwell.\u00a0<\/strong><\/p>\n

Driven by our mission and values, we foster a workplace where Delivering Awesome, being Customer First and operating as One Team aren\u2019t just aspirations \u2013 they are how we work, every day.\u00a0\u00a0<\/p>\n

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 \u2013 to name a few. It\u2019s our people who truly differentiate us. Ask anyone and they\u2019ll tell you \u2013 you\u2019ll never work with more passionate, more driven and more caring team members.\u00a0\u00a0\u00a0\u00a0<\/p>\n

We champion a culture of respect and inclusion, accountability and integrity, innovation and collaboration. At Amwell, you\u2019ll do the most meaningful work of your career\u2014improving healthcare for millions, growing alongside incredible teammates, and being valued for who you are.\u00a0\u00a0<\/p>\n

Benefits\u00a0<\/strong><\/p>\n