Amwell is seeking an experienced Customer Success Manager (CSM) to build strong client relationships, drive product adoption, and ensure retention across the healthcare technology platform. The role combines Digital CSM work with HyperCare for at-risk accounts and requires collaboration with Sales, Support, Product & Engineering, and Professional Services. This is a remote, United States-based position with limited travel. Core responsibilities include HyperCare management for at-risk clients, developing and implementing targeted intervention plans, transitioning clients back to standard digital processes, and managing multiple assignments; Digital CSM activities such as guiding customers through adoption using digital methodologies, leveraging automation and data-driven insights, scaling activities across accounts, building relationships with customer contacts, and collaborating with Sales on expansion opportunities; advising on configuration and best practices, maintaining platform configuration, and documenting alignment across stakeholders; proactive management of support tickets and cross-functional coordination with Sales, Support, Product & Engineering, and Professional Services. Qualifications include a bachelor’s degree or equivalent, 4+ years in customer success in a SaaS environment, US-based due to PHI access requirements, experience in healthcare technology or operations, a customer-first mindset, strong verbal and written communication, time and project management skills, experience at a high-growth company with distributed operations, high energy, and profici

Amwell is seeking an experienced Customer Success Manager (CSM) to build strong client relationships, drive product adoption, and ensure retention across the healthcare technology platform. The role combines Digital CSM work with HyperCare for at-risk accounts and requires collaboration with Sales, Support, Product & Engineering, and Professional Services. This is a remote, United States-based position with limited travel. Core responsibilities include HyperCare management for at-risk clients, developing and implementing targeted intervention plans, transitioning clients back to standard digital processes, and managing multiple assignments; Digital CSM activities such as guiding customers through adoption using digital methodologies, leveraging automation and data-driven insights, scaling activities across accounts, building relationships with customer contacts, and collaborating with Sales on expansion opportunities; advising on configuration and best practices, maintaining platform configuration, and documenting alignment across stakeholders; proactive management of support tickets and cross-functional coordination with Sales, Support, Product & Engineering, and Professional Services. Qualifications include a bachelor’s degree or equivalent, 4+ years in customer success in a SaaS environment, US-based due to PHI access requirements, experience in healthcare technology or operations, a customer-first mindset, strong verbal and written communication, time and project management skills, experience at a high-growth company with distributed operations, high energy, and profici