Sr Manager Customer Success (Hybrid)

Position Overview

The American Medical Association (AMA) is the nation's largest professional association of physicians and a non-profit organization dedicated to promoting the art and science of medicine and the betterment of public health. At AMA, our mission to improve the health of the nation starts with our people. We foster an inclusive, people-first culture where every employee is empowered to perform at their best and drive meaningful change in health care.
This opportunity is located at our corporate offices in Chicago. Location: Chicago, IL (Hybrid)
This Sr. Manager Customer Success role on our Marketing and Membership Experience team is a hybrid position requiring 2 days per week in the office. Salary: $102,816 - $136,017

Key Responsibilities:

• Develop and continuously refine the Customer Success Playbook, including onboarding arcs, 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.
• Develop business cases for integrating or investing in technologies that support customer scaling.
• Coordinate cross-functional collaboration to enhance the post-sale customer journey.
• Identify and monitor key ROI metrics internally and on behalf of subscribers.
• Establish and operationalize a system for gathering and applying customer feedback throughout the engagement lifecycle.
• Determine frequency, audience, distribution channel, and approach for sharing customer insights with stakeholders.
• Partner with the Content & Communication and Product Ops teams to cultivate customer advocates and address usability issues.
• 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 plans.
• Provide leadership, training, and ongoing development for team members by setting performance goals and aligning resources.
• Recruit and train staff to build strong expertise in product attributes, customer insights, and effective communication.
• May include other responsibilities as assigned.

Required Qualifications:

• Analytical, goal-oriented, and creative with excellent written and verbal communication skills and the ability to excel in a matrixed environment.
• Bachelor’s degree in business, communications, healthcare administration, or a related field required.
• 7+ years of account management and customer relationship experience with segmented customers across multiple products required.
• 3+ years of people management experience required.
• Proven critical thinking skills with the ability to identify and address root causes of recurring issues.
• Demonstrated ability to organize, prioritize, and manage multiple projects in a fast-paced environment.
• Strong external presence and effective communication skills for engaging with customers and stakeholders.
• Some travel is required.

Preferred Qualifications:

• Master’s degree preferred.
• Previous experience managing customers in a healthcare-related context preferred.
• Familiarity with learning management systems, online education programs, and accreditation standards strongly preferred.

Benefits & Perks:

• Eligibility to participate in an incentive plan.
• Opportunities for professional development and advancement within a people-first culture.