Customer Success Manager

4+ years of relevant experience in customer success in a SaaS environment

A ‘customer first’ mindset and passion for delivering a delightful customer experience

Comfortable understanding and explaining software products to diverse audiences

Flexible Personal Time Off (Vacation time)

401K match

Competitive healthcare, dental and vision insurance plans

Paid Parental Leave (Maternity and Paternity leave)

Employee Stock Purchase Program

Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program

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

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