Director, Customer Success

Amwell

4d

About The Position

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.

Requirements

• 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

Nice To Haves

• Experience with Gainsight and Salesforce preferred

Responsibilities

• 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.
• 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.
• 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.
• 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.

Benefits

• Flexible Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager