Job Description
Company Description At Amwell, we’re transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don’t just matter—they drive real change, improving lives on a global scale. We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry’s biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care. We do this through our technology-enabled care platform that is designed to help our clients achieve their digital care ambitions – today and in the future. We offer programs spanning the full care continuum , including urgent, acute and specialty care, behavioral health, and services for the treatment of chronic conditions such as heart and cardiometabolic diseases. Programs are powered by Amwell as well as our growing partner network. For almost two decades, Amwell has proudly served some of the largest and most sophisticated healthcare organizations in the U.S. and worldwide. Our team is passionate about technology’s role in transforming care delivery and making it more equitable, accessible, efficient, cost-effective and navigable for all. Brief Overview The Director of Customer Success is a strategic, customer-obsessed leader responsible for driving adoption, value realization, and long-term partnership across Amwell’s customer portfolio. This role will define and execute a scaled, digital-first success model that deepens engagement, strengthens retention, and maximizes customer outcomes. Reporting to the SVP of Growth Operations & Customer Experience, this leader will partner closely with Sales, Product, Support, and Operations to ensure that every customer — from implementation through renewal — experiences measurable impact from the Amwell platform. Core Responsibilities Customer Strategy & Engagement Develop and operationalize a scaled, digital-first success program that delivers proactive, value-driven engagement at every stage of the customer lifecycle. Build and maintain trusted executive relationships with key customer stakeholders, serving as a strategic advisor on adoption, utilization, and business impact. Partner with Sales and Product to align customer outcomes with account growth and platform innovation priorities. Lifecycle & Value Realization Lead efforts to move customers from onboarding to proficiency and advocacy within the Amwell product suite. Drive use-case optimization, provider engagement, and product consulting that tangibly improve performance and satisfaction. Monitor customer health in Gainsight and develop data-driven playbooks for risk mitigation, upsell opportunity, and proactive outreach. Collaboration & Escalation Management Serve as the central point of communication for complex support escalations, ensuring fast resolution and strong cross-functional alignment. Partner with Customer Support and Product to identify root causes, eliminate recurring issues, and improve customer experience end-to-end. Leadership & Measurement Coach and develop a high-performing Customer Success team, fostering accountability, empathy, and operational excellence. Define and report on key metrics including adoption, health, retention, and NPS — using insights to continuously improve both strategy and execution. 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 Do Well. Live Well. At Amwell. Driven by our mission and values, we foster a workplace where Delivering Awesome, being Customer First and operating as One Team aren’t just aspirations – they are how we work, every day. Our people