Amplify is a leading technology company with award-winning SaaS products iFax (ifaxapp.com) and Fill (fillhq.com) serving the US healthcare market. Our iFax platform was recently awarded the #1 highest-rated online fax service, by G2.com!
Job Summary:
The Customer Success Manager (CSM) role is integral to our mission in the Healthtech SaaS space. You'll be the cornerstone of ensuring customer satisfaction and loyalty, providing exceptional technical support, and facilitating the onboarding process. This role is key to adapting solutions to various customer business needs and requires a diligent, proactive approach to customer engagement.
Key Responsibilities:
- Own a book of high-value customer accounts, serving as the primary point of contact and strategic advisor.
- Develop and execute tailored customer success plans to align with each client's business goals and maximize product value.
- Proactively monitor customer health, identify risks and opportunities, and take action to ensure satisfaction and retention.
- Lead onboarding in a consultative, non-templated manner-focused on impact, not checklists.
- Facilitate regular check-ins, business reviews, and roadmap conversations with clients.
- Collaborate cross-functionally with Sales, Product, and Support to deliver exceptional outcomes.
- Identify and drive upsell and cross-sell opportunities based on customer needs and usage patterns.
- Serve as a customer advocate within the company, providing product feedback and supporting strategic development.
- Maintain detailed documentation of account plans, touchpoints, issues, and progress.
Who You Are:
- You think strategically and take full ownership of your accounts.
- You're skilled at building deep, long-term relationships with a consultative approach.
- You thrive in a SaaS environment and understand the nuances of the customer success lifecycle — especially the Land, Adopt, Expand, Renew model.
- You anticipate problems before they arise and are comfortable navigating complex client challenges.
- You're as comfortable in a room with executives as you are digging into a support ticket.
- You're data-aware, but driven by value and outcomes, not vanity metrics.
Requirements:
- 3-5+ years in Customer Success, Account Management, or a similar client-facing role within a SaaS company.
- Experience managing enterprise-level clients with a focus on long-term growth and retention.
- Strong understanding of customer success frameworks and lifecycle models.
- Excellent communication, interpersonal, and relationship-building skills.
- Highly organized with the ability to manage competing priorities across multiple accounts.
- Preferred: Experience with healthcare clients and/or familiarity with HIPAA, PCI, or similar compliance frameworks.
- Comfortable working U.S. business hours or overlapping time zones.
Nice to Have:
- Previous experience in the healthcare or health tech SaaS sector.
- Knowledge of customer success tools and CRMs (e.g., Gainsight, Salesforce, HubSpot).
- Background in key account management or strategic consulting.
WHY JOIN US?
At Amplify, you'll be part of an organization that is not just thinking about the future of work but is actively shaping it. We offer a competitive salary, and a remote work environment designed to support your well-being and professional growth.
Note:
- Amplify does not provide visa services as this is a fully remote role.
- Please apply only if you have experience in the U.S. healthcare industry.
- We are not working with agencies for this hiring process.
