Customer Success Manager

Role Overview

Amwell is seeking a Customer Success Manager (CSM) to drive customer satisfaction, product adoption, and retention. You’ll use deep customer relationships and data insights, along with knowledge of Amwell products and processes, to help customers maximize the value of their contracted solutions.

Responsibilities

• Build and maintain strong relationships with customer contacts across the customer organization throughout the partnership lifecycle.
• Help customers define, track, and achieve goals and KPIs; develop tailored proactive outreach (e.g., provider engagement, product consulting, use-case optimization, and monitoring support issues).
• Partner with Account Directors to deliver Executive Business Reviews and ensure strategic alignment.
• Work with Implementation Managers to support a smooth post–go-live transition.
• Guide customers along the lifecycle from adoption to proficiency, supporting continued growth of product utilization.
• Provide best-practice guidance, configuration consulting, and communicate new product features that may benefit the customer’s business.
• Engage stakeholders to understand pain points, provide personalized training as needed, and gather feedback.
• Collaborate with internal teams to create roadmaps for future adoption, including migrations.
• Champion documentation and alignment across internal and external stakeholders as a customer-facing advocate.
• Maintain and use the internal CRM (Gainsight) to track customer health and activity, identify trends/risks, and improve internal visibility.
• Serve as the central point for support ticket escalations, owning external messaging and responding with urgency.

Requirements

• Strong customer relationship-building and project management skills.
• Deep knowledge of customer success practices across the customer lifecycle.
• Ability to leverage customer and performance data (KPIs/health) to drive proactive engagement.
• Experience coordinating across internal teams and communicating with executive stakeholders.

Nice-to-Haves

• Familiarity with healthcare technology products and clinical care workflows.