Customer Success Manager (CSM)

We are looking for an experienced, passionate Customer Success Manager (CSM) with excellent relationship building & project management skills to join the team.

Using primarily digital customer success methodologies, CSMs also leverage customer relationships, industry knowledge, key data insights, and a broad understanding of Amwell’s products and processes to drive increased satisfaction, adoption, and customer retention throughout the customer lifecycle.

This role will have two primary functions:

• Digital CSM through a queue based approach and
• HyperCare CSM providing temporary enhanced CSM efforts for at-risk clients

Below are core responsibility outlines for both functions to the role.

Core Responsibilities

HyperCare Customer Success Management

• Provide temporary enhanced, high-touch customer success management to at-risk or escalated customers
• Develop and implement targeted intervention plans for escalated customers to address their specific challenges
• Once customers are successfully de-escalated, transition them back to standard digital customer success processes
• Flexibly support and/or move between multiple hypercare assignments as customer needs evolve

Digital Customer Success Management

• Utilize primarily digital methodologies, including a queue based approach, to efficiently guide customers through the customer lifecycle from adoption to proficiency
• Leverage automation, digital communications, and data-driven insights to proactively monitor customer health
• Scale customer success activities across multiple accounts simultaneously using digital tools and processes
• Proactively build strong relationships with customer contacts at each level of the customer organization throughout the entire partnership
• Understand and help measure customers’ 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 Sales to identify expansion opportunities in support of account growth
• Leverage expert knowledge of Amwell’s software and hardware products to help customers get the most from their contracted products, including advising customers on best practices & news, clinical workflows (where applicable), consulting on configuration options, partnering with them on reporting needs reflecting their KPIs and communicating product features & functionality that benefit the customer’s business
• Proactively engage with providers, program managers and other customer stakeholders to understand pain points and best practices, provide training at scale where needed, and gather feedback on Amwell’s products
• Manage basic platform or program configuration needs & updates
• 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
• 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
• Manage support ticket escalations with urgency – owning internal & external coordination and messaging and develop remediation plans for at-risk customers
• In general, work cross-functionally with Sales, Customer Support, Product & Engineering, and Professional Services to drive a successful overall customer relationship

Travel Requirements: Limited

Qualifications

• A bachelor’s degree or equivalent
• 4+ years of relevant experience in customer success in a SaaS environment
• US based requirement given the need to access PHI
• Experience working in healthcare technology and/or operations
• A ‘customer first’ mindset and passion for delivering a delightful customer experience
• Comfortable understanding and explaining software products to diverse audiences
• High level of verbal and written communication skills
• Excellent time management and project management skills
• Experience at a high growth company with distributed operations
• High energy level, enthusiastic, and eager to do what is necessary to be successful
• Gainsight and Salesforce proficiency preferred