Sr. Manager Customer Success; Hybrid

Chicago, IL (Hybrid)

The American Medical Association (AMA) isthe nation's largest professional Association of physicians and a non-profit organization.

We are a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation. To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health.

We continuously work to embedequityin our internal practices and are committed to increasing the diversity of our staff across all levels of the organization.

We intentionally work to create the right conditions to enable our employees to feel that they can be their authentic selves and fully participate in the life of the enterprise.

We encourage and support professional development for our employees,and we are dedicated tosocial responsibility.

We invite you to learn more about us and we look forward to getting to know you.

We have an opportunity at our corporate offices in Chicago for a
Sr. Manager Customer Success
on our Marketing and Membership Experience team. This is a hybrid position reporting into our Chicago, IL office, requiring 2 days a week in the office.

This role manages the post-sale customer experience for group membership institutions using MMX educational product. Responsible for maximizing enablement, retention and ROI, while positioning Customer Success as a differentiating attribute of AMA’s educational products and brand. This role oversees a team of Customer Success Managers, builds scalable systems to drive engagement and institutional growth, and partners across internal teams to deliver best-in-class customer experiences.

RESPONSIBILITIES:

Customer Success Framework and Operations

• Develop and continuously refine the Customer Success Playbook, including onboarding arc, product user training materials, communication templates, and outcome-aligned product guidance.
• Align service models to account segments and growth opportunities to optimize customer engagement.
• Assign accounts to Customer Success Managers based on account segment, product scope, and resource capacity.
• Identify and implement opportunities to streamline, digitize, and automate customer engagement with MMX education products to create efficiencies and evolve customer interactions within the learning environment.
• Develop business cases to integrate or invest in technologies that support customer scale.
• Coordinate cross-functional collaboration to enhance the post-sale customer journey.
• Identify and monitor key ROI metrics internally and on behalf of subscribers.

Customer Engagement Oversight

• Establish and operationalize a system for gathering and applying customer feedback across the engagement lifecycle.
• Determine frequency, audience, distribution channel and approach for applying results and sharing findings with relevant stakeholders.
• Partner with the Content and Communication team to cultivate customer advocates and produce targeted engagement materials.
• Collaborate with Product Ops team to address usability issues, including login friction and system administration challenges.
• Facilitate advisory groups with key customers and stakeholders to inform product evolution and deepen engagement.
• Coach Customer Success Managers to proactively manage retention, analyze account risk, and execute data-driven retention plans.

Staff Development & Management

• Provide ongoing leadership, training and development, ongoing feedback, support and counsel. Develop individual performance goals and accountabilities.
• Analyze capacity and align resources to support team and individual goals.
• Recruit and train staff, developing strong expertise in product attributes, customer insights, and communication. Ensure team mastery of all core MMX education products.

May include other responsibilities as assigned

REQUIREMENTS: