Job Description Summary:ModMed is hiring a Manager, Customer Success to join our positive, passionate, and high-performing Customer Success team focused on our Orthopedic clinical solution. The Manager is responsible for a team of Customer Success Managers (CSMs) who are focused on driving adoption, mitigating risk, and identifying upsell opportunities while providing a world-class customer experience. This is an exciting opportunity to partner with leadership to establish strategic plans and objectives that deliver against specific KPIs for the customers of our verticals within a fast-paced Healthcare IT company that is truly Modernizing Medicine!
Your Role:- Design and execute strategies to optimize the customer success journey.
- Drive outcomes aimed at reducing churn, increasing revenue, and optimizing customer experience.
- Work collaboratively with other teams and departments across the organization to deliver efficiencies in processes and procedures.
- Manage KPIs, milestones, and long-term goals supportive of the overall company objectives for revenue, growth, and retention.
- Ensure that we are accurately forecasting at-risk customers.
- Mentor and coach individual team members to achieve daily success, reach career development goals, and reduce time to proficiency.
- Work with Operational teams to plan, staff, and budget resources for our Customer Success team.
- Inspire customer-centricity across Modernizing Medicine.
- Collaborate and partner throughout the organization to represent customer needs and optimize the customer journey.
- Work with client teams to identify and mitigate risks and ensure 100% customer satisfaction.
Skills & Requirements:- Bachelor's Degree required.
- 2-3 years of experience leading a Customer Success team at a SaaS company or equivalent combination of experience and education
- Understanding of basic SaaS and value drivers in recurring revenue business models.
- Create and enforce a culture of accountability to drive client outcomes within customer success.
- Strong empathy for customers with the drive to impact revenue and growth.
- Enthusiastic and creative leader with the ability to inspire and motivate others.
- Modify and evolve onboarding and training programs to develop staff competencies.
- Excellent communication skills both written and verbal, strong public speaking skills are a plus.
- Working knowledge of Salesforce and/or Gainsight is a plus.
- Motivated - we are a growing and ever-changing organization that is transforming how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomes.
ModMed Benefits Highlight: At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
United States- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
