Vice President, Customer Success

Remote

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Amwell

Telemedicine services for health systems, health plans, employers, and physicians. Improving patient outcomes through live video visits with board-certified doctors.

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Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. The Company offers a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 2,000 hospitals and over 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview

The Vice President, Customer Success will be responsible for defining and implementing Amwell’s new Customer Success team. The Customer Success team will partner closely with customers to help them to maximize the benefits of their Amwell products and services, overcome barriers to satisfaction and deeper product adoption, and advocate to ensure that all departments within Amwell are aligned to meet customer needs. The team will leverage deep customer relationships and broad knowledge of Amwell’s products and processes to drive increased client and provider satisfaction, increased provider adoption, and higher client renewals. The VP Customer Success will build the team, processes, metrics and tools to meet or exceed Amwell’s Customer Success goals during a period of rapid growth and transformation.

Customer Success at Amwell:

The Customer Success team at Amwell will be made up of Customer Success Managers (CSM’s), each of whom will manage a consistent portfolio of customers. CSM’s will be responsible for:

  • Proactively building strong relationships with their customer contacts
  • Working as a team with Account Directors to understand client’s individual business goals and tailoring proactive outreach as appropriate, including provider engagement, product consulting, use case optimization and proactive monitoring of support issues
  • Moving customers along the client lifecycle from adoption to proficiency with the Amwell product suite
  • Leveraging 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, consulting on configuration options, and communicating new product features that could benefit the customer’s business
  • Proactively engaging with providers to understand pain points and best practices, provide personalized training where needed, and gather feedback on Amwell’s products
  • Collaborating with Account Management and Professional Services to design a roadmap of future product adoption for each customer, including migrations
  • Tracking customer ROI and periodically assessing client risk in collaboration with Account Directors
  • Acting as a central point of communication for support tickets escalations
  • Updating key customer health metrics in Gainsight for client lifecycle tracking

In general, working cross-functionally with Account Management, Sales, Customer Support, Product, Professional Services, and Solution Design to drive a successful overall customer relationship.

Core Responsibilities

  • Apply broad knowledge of industry-leading Customer Success practices to define the Customer Success Manager role, customer engagement model, and inter-departmental processes that will enable Amwell to meet or exceed its targets for customer retention and provider adoption
  • Collaborate with internal and external stakeholders to create a shared vision for Amwell’s Customer Success team
  • Map vision to a concrete departmental roadmap with milestones and measurable success criteria
  • Work cross-functionally to refine customer life-cycle and standardize Customer Success interactions at each phase
  • Define customer segments and appropriate Customer Success engagement for each segment
  • Design customer-facing programs to increase customer and provider satisfaction, drive provider adoption, increase customer retention, and solicit regular feedback on Amwell’s products and services
  • Provide feedback to internal departments on product, process or service improvements that could improve provider adoption and customer satisfaction
  • Create internal metrics and controls to consistently measure customer health across customers
  • Partner with Account Management and customers to define and regularly track customer ROI and other customer success metrics that measure the benefits of Amwell’s products to the customer’s business
  • Work with Customer Success management team and cross-functional leaders to continuously improve performance against agreed Customer Success metrics
  • Develop departmental OKR’s in line with corporate objectives and manage Customer Success team to achieve quarterly and annual targets
  • Work with Finance to create and refine staffing budget models for the team and manage the team to an annual budget
  • Follow an analytical and data driven approach to problem solving and developing strategy
  • Recruit experienced leaders and high potential individual contributors for the Customer Success team
  • Create rapid onboarding process for new team members
  • Foster collaboration across departments over the entire customer lifecycle
  • Encourage continuous learning
  • Other duties as assigned

Qualifications

  • Bachelor’s Degree in Business Administration, Economics, Finance, or related field of study required
  • 10+ years leading a large-scale customer success organization at a well-regarded brand, preferably in the healthcare IT space
  • Experience at a high growth company with distributed operations
  • Analytical thinker with strong troubleshooting skills and the ability to think systematically
  • Demonstrated success scaling an operation while elevating the customer experience
  • Seasoned people leader with experience developing mid-level managers and directors
  • Excellent interpersonal and customer service skills
  • Comfortable understanding and explaining software products to diverse audiences
  • High energy level, enthusiastic, and eager to do what is necessary to be successful
  • Excellent verbal and written communication skills
  • Willing to work unpredictable hours and work against tight deadlines
  • Experience with Gainsight and Salesforce preferred

Additional information

Working at Amwell

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. To make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic. 

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity, and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce, and our community.

Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration, and client meetings. We enable our employees with the tools, resources, and opportunities to do their jobs effectively wherever they are!  Amwell has collaboration spaces in Boston, Tysons Corner, Portland, Woodland Hills, and Seattle.

  • Unlimited Personal Time Off (Vacation time)
  • 401K match
  • Competitive healthcare, dental and vision insurance plans
Job region(s): Worldwide/Anywhere
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