Modernizing Medicine

Senior CS Systems Administrator

Modernizing Medicine • $110K — $130K *
US-AnywhereRemote in United States
Enterprise Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Technology, or related field; Master's preferred
  • 7+ years in SaaS System Administration & Enterprise Architecture
  • 5+ years administering Customer Success Platforms (Gainsight, ChurnZero, etc.)
  • 5+ years as a Salesforce Administrator/Developer (Sales/Service Cloud)
  • Experience with REST/SOAP APIs and middleware integrations
  • Proven ability to write technical documents in an Agile environment
  • Hands-on experience with AI and automation tools in Customer Success operations

Responsibilities

  • Architect and maintain Salesforce and CS platform logic to enhance operational efficiency
  • Design high-performance data integrations between Salesforce, CS systems, and enterprise data warehouses
  • Lead governance of the CS technology infrastructure, managing technical debt and security
  • Collaborate with stakeholders to translate business goals into scalable technical designs
  • Serve as the SME on emerging AI infrastructure for Customer Success initiatives
  • Establish QA frameworks and manage deployment pipelines
  • Act as the highest technical escalation point for CS system issues

Benefits

  • Comprehensive medical, dental, and vision benefits with HSA contributions
  • 401(k) matching contributions
  • Generous Paid Time Off and Paid Parental Leave
  • Company-paid Life and Disability benefits
  • Professional development opportunities including tuition reimbursement
  • Flexible work arrangements including hybrid options
  • Dog-friendly office and wellness rooms
Full Job Description
Job Description Summary:
The Senior CS Systems Administrator works directly with executive business stakeholders and the CS Transformation team to identify high-impact opportunities and architect scalable, enterprise-grade technology solutions across ModMed's Customer Success ecosystem. Serving as both a senior solution architect and platform owner, this role leads the end-to-end administration, implementation, and optimization of Salesforce and related CS systems, while leading technical evaluation and potential greenfield rollout of dedicated Customer Success Platforms (e.g., Gainsight, ChurnZero, etc.). The Senior CS Systems Administrator acts as a primary technical lead by translating complex CS business challenges into detailed architectural blueprints, technical workflow diagrams, data mapping tables, and query criteria. This position oversees Agile execution (creating Jira epics/user stories, sprint refinement, tracking velocity), deployment pipelines, QA testing execution, and production support oversight. Additionally, the Senior CS Systems Administrator partners with cross-functional IT/Engineering teams, mentors junior analysts/developers, and leverages emerging AI and automated workflows to drive measurable ROI and retention outcomes for ModMed.
Role & Responsibilities:
  • Salesforce & CS Platform Architecture & Build (30%): Architect, configure, and maintain advanced system logic in Salesforce (CS custom objects, Flow automation, Apex/SOQL where applicable) and dedicated CS systems (e.g., ChurnZero, Gainsight, or newly evaluated CSP tools) to drive operational efficiency and customer health visibility.
  • Cross-Platform Integration & Data Management (20%): Design and maintain robust, high-performance bi-directional data integrations between Salesforce, CS platforms, enterprise data warehouses (Snowflake/BigQuery), and product telemetry. Ensure data integrity, accurate sync rules, and optimal API usage.
  • Platform Governance & Technical Health (15%): Act as primary technical owner for CS technology infrastructure. Manage technical debt, platform limits, system security/permissions, release updates, and long-term architectural scalability. Lead system evaluation for future software additions.
  • Strategic Technical Consulting (10%): Partner closely with CS Transformation Product Owners, Ops Leaders, and IT engineering to evaluate technical feasibility, refine requirements, and translate business goals into scalable technical designs.
  • AI Integration & Advanced Automation (10%): Serve as the technical SME on emerging AI infrastructure (e.g., Gainsight AI, Salesforce Einstein/Agentforce, LLM integrations), embedding predictive automation into daily CS workflows.
  • QA, CI/CD & Deployment Management (10%): Establish and execute end-to-end quality assurance frameworks, user acceptance testing (UAT), and structured deployment pipelines across sandbox and production environments.
  • Tier-3 Production Escalation (5%): Serve as the highest technical escalation point for critical system bugs, data sync errors, or platform disruptions within the CS ecosystem.
  • Deployment Execution (5%): Create and execute deployment plans, including the CICD pipeline of code being pushed into production with success validation.

Skills & Requirements:
  • Education Level: Minimum Bachelors in Business, Technology, or related area preferred. Master's Degree in Computer Science, Information Systems, or related field preferred.
  • SaaS & CS Experience: 7+ years experience in SaaS System Administration & Enterprise Architecture.
  • CS Platform Expertise: 5+ years hands-on experience administering dedicated Customer Success Platforms (e.g., Gainsight, ChurnZero, Totango, or similar enterprise CS tools), including implementation or optimization experience.
  • Salesforce Expertise: 5+ years experience as a Salesforce Administrator / Developer (Sales Cloud, Service Cloud).
  • Integration Experience: Demonstrated experience architecting REST/SOAP APIs, middleware integrations, and ETL pipelines between CS platforms and enterprise CRMs.
  • Agile & Technical Documentation: Proven track record writing technical design documents, data flow maps, and test plans in an Agile development environment.
  • AI & Automation: Experience leveraging AI/LLM tools and predictive analytics within CS operations.
  • Core Competencies & Mindset: Strategic thinker with meticulous attention to detail and a results-oriented approach.
  • Technology enthusiast who enjoys designing and building solutions.
  • Team player who enjoys collaborating with teammates and welcomes system design and prioritization dialogue.
  • Accountable professional that is committed to driving successful project outcomes and exceptional experiences.
  • Demonstrated adaptability in a dynamic environment, with a commitment to effective outcomes and project success.
  • Coachable and eager to learn about enterprise technology systems and how to develop and deploy effective code.
  • Proficiency with standard integration design, authentication, and configuration.
  • Understanding of LLMs and other forms of enterprise AI infrastructure and its business application preferred.
  • Certified Administrator in Gainsight, ChurnZero, or equivalent CS platform highly preferred.
  • Deep expertise in Customer Success operational methodologies (health scores, churn prediction, playbooks, CSAT/NPS).
  • Strong proficiency in SOQL/SQL queries, data modeling, and relational database structures.
  • Exceptional cross-functional leadership, communication, and stakeholder management skills.


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.

About Modernizing Medicine

Modernizing Medicine is a healthcare technology company that provides electronic medical record (EMR) systems and other software solutions for medical practices. The company was founded in 2010 and is headquartered in Boca Raton, Florida. Modernizing Medicine's flagship product is called EMA, which is an EMR system that uses artificial intelligence and machine learning to help physicians make more informed decisions. The company has received funding from a variety of sources, including Summit Partners, Sands Capital Ventures, and IBM Watson. Modernizing Medicine has been recognized as one of the fastest-growing companies in the United States by Inc. Magazine and Deloitte.
Learn more about Modernizing Medicine
Size
1,000 employees
Industry
Healthcare
Founded
2010
* Ladders Estimates

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