Customer Success Manager

Job Overview

This role combines customer relationship management, project coordination, product consulting, and account health monitoring. You will help customers define and track business goals, identify barriers to success, improve use of Amwell products, and maintain alignment across customer and internal stakeholders.

Key Responsibilities

• Build and maintain relationships with customer contacts across multiple levels of each organization.
• Understand customer business goals and key performance indicators to guide proactive account support.
• Develop outreach plans related to provider engagement, product consulting, use-case optimization, and support trends.
• Partner with Account Directors to prepare and deliver Executive Business Reviews.
• Coordinate with Implementation Managers to support a smooth transition after launch.
• Guide customers from initial adoption toward stronger proficiency and broader product utilization.
• Advise clients on software, hardware, clinical products, configuration options, best practices, and relevant product features.
• Provide personalized training and collect feedback from key client stakeholders.
• Collaborate with internal teams to create future product adoption and migration roadmaps.
• Maintain clear documentation and alignment across internal and external stakeholders.
• Use Gainsight to monitor customer health, activity, risks, and emerging account trends.
• Serve as the central customer-facing contact for support ticket escalations and external communications.
• Work with Account Management, Sales, Customer Support, Product, Professional Services, and Solution Design teams.

Required Qualifications

• Bachelor’s degree or equivalent.
• 48+ months of relevant Customer Success experience in a SaaS environment.
• Experience working in healthcare technology.
• Strong project management and time-management skills.
• Ability to understand and explain software products to different audiences.
• Excellent written and verbal communication skills.
• Ability to remain calm and resilient during high-pressure situations.
• Customer-focused approach and commitment to delivering a positive client experience.
• High level of energy, initiative, and ownership.

Preferred Qualifications

• Proficiency with Gainsight.
• Proficiency with Salesforce.

Core Areas of Focus

• Healthcare customer success.
• SaaS account management.
• Product adoption and utilization.
• Customer retention.
• Executive Business Reviews.
• Customer health monitoring.
• Support escalation management.
• Product training and consulting.
• Cross-functional project management.
• Gainsight and Salesforce.

Compensation

The typical annual base salary range for this position is $93,690–$114,510 USD. The role may also qualify for an annual bonus based on company and individual performance. Long-term incentives or short-term variable compensation may be included depending on the final compensation structure.

Benefits

• Flexible personal time off.
• 401(k) matching program.
• Medical, dental, and vision insurance plans.
• Paid parental leave.
• Employee Stock Purchase Program.
• Free access to Amwell telehealth services.
• Access to SilverCloud and The Clinic by Cleveland Clinic’s second-opinion program.
• Free Calm App subscription.
• Tuition assistance program.
• Pet insurance.
• Virtual-first work environment.
• Summer Fridays and designated Mental Health Days.

Hiring Process Requirement

Candidates must complete an identity-verification step through Greenhouse Identity Verification powered by CLEAR during the interview process. Completion is required to continue to later stages of consideration.

Work Arrangement

This is a remote position based in the United States. Amwell operates a virtual-first work environment with flexibility designed to support collaboration and work-life balance.