Senior Director, Customer Success

Senior Director Of Customer Success

Amwell digitally empowers payers, providers, and innovators, enabling an ecosystem of care that spans across in-person, virtual, and automated care. Amwell provides a leading hybrid care enablement platform in the United States and globally, connecting and enabling providers, payers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that hybrid care delivery will transform healthcare. The company offers a single, comprehensive platform to support all digital health needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With nearly two decades of experience, Amwell powers the hybrid care of more than 55 health plans, which collectively represent more than 90 million covered lives, and many of the nation's largest health systems, representing over 2,000 hospitals, have access to Amwell solutions.

The Senior 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 :

• 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.

Qualifications :

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order 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!

The typical base salary range for this position is $171,000-$242,000. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.

Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.

Additional benefits include :