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Director, Customer Success

1 hour, 3 minutes ago
United States
Full-time
Executive
Customer Success
Customer and Technical Support
Salesforce
Apply Now
Amwell

Amwell

Amwell provides a technology-based platform that connects payers and providers to enhance access to healthcare through live video visits with board-certified doctors, facilitating a seamless ecosystem of care that integrates in-person, virtual, and aut...

Diversified Telecommunication Services
1K-5K
Founded 2006
View All Jobs 5

Description

  • Develop and operationalize a scaled, digital-first customer success program across the customer lifecycle.
  • Build and maintain trusted executive relationships with key customer stakeholders.
  • Partner with Sales and Product to align customer outcomes with account growth and platform innovation priorities.
  • Guide customers from onboarding to proficiency and advocacy within the Amwell product suite.
  • Drive use-case optimization, provider engagement, and product consulting to improve performance and satisfaction.
  • Monitor customer health in Gainsight and create playbooks for risk mitigation, upsell opportunities, and proactive outreach.
  • Serve as the primary point of communication for complex customer support escalations.
  • Partner with Customer Support and Product to identify root causes and reduce recurring issues.
  • Coach and develop a high-performing Customer Success team.
  • Define and report on adoption, health, retention, and NPS metrics to improve strategy and execution.

Requirements

  • Bachelor’s degree in Business Administration, Economics, Finance, or a related field is required.
  • 10+ years leading a large-scale customer success organization at a well-regarded brand, preferably in healthcare IT.
  • Experience at a high-growth company with distributed operations.
  • Strong analytical and troubleshooting skills with a systematic approach to problem-solving.
  • Demonstrated success scaling an operation while improving the customer experience.
  • Experience developing mid-level managers and directors.
  • Excellent interpersonal, customer service, verbal, and written communication skills.
  • Comfortable understanding and explaining software products to diverse audiences.
  • Willingness to work unpredictable hours and tight deadlines.
  • Experience with Gainsight and Salesforce is preferred.

Benefits

  • Flexible Personal Time Off (vacation time).
  • 401(k) match.
  • Competitive healthcare, dental, and vision insurance plans.
  • Paid parental leave for maternity and paternity.
  • Employee Stock Purchase Program.
  • Free access to Amwell Telehealth Services, SilverCloud, and The Clinic by Cleveland Clinic’s second opinion program.
  • Free subscription to the Calm app.
  • Tuition assistance program.
  • Pet insurance.
  • Virtual-first work environment with work-life flexibility, including Summer Fridays and designated Mental Health Days.
  • Annual bonus eligibility, with possible long-term and short-term incentive compensation.

Interested in this position?

Apply directly on the company website

Apply Now

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