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ModMed · 2 weeks ago

Customer Success Manager, Strategic

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

ModMed is a healthcare technology company focused on improving patient outcomes through innovative software solutions. They are seeking a Customer Success Manager to serve as a trusted advisor for clients, ensuring their ongoing success and satisfaction while managing renewals and identifying upsell opportunities.

Artificial Intelligence (AI)Electronic Health Record (EHR)Health CareSoftware

Hiring Manager

Lindsay Maisner

Responsibilities

Serve as the primary point of contact and trusted advisor for assigned customers, ensuring ongoing success and satisfaction

Strategically manage and execute client renewals, including annual uplift discussions

Evaluate customer needs and activities to provide personalized recommendations and consultative support

Escalate and manage issues that impact customer experience, adoption, and success

Proactively identify areas where ModMed solutions can address inefficiencies or improve workflows

Lead and facilitate Quarterly and Annual Business Reviews (QBRs, ABRs), progress reports, and data-driven performance updates

Communicate effectively and consistently with internal teams and external stakeholders to ensure alignment and timely resolution of issues

Take ownership of customer success processes, including milestone execution and SOP adherence (e.g., EMA to EMA conversions, DDFE, license swaps)

Leverage data and insights from ChurnZero, Qlik, Salesforce, and PowerBI to inform strategy and drive results

Create and update internal SOPs as needed to promote knowledge sharing and continuous improvement

Qualification

Customer Success ManagementSaaS Cloud PlatformSalesforceChurnZeroPowerBIQlikRevenue Cycle ManagementEMA KnowledgeOrganizedCommunicationTeamwork SkillsResults-oriented

Required

Bachelor's Degree, required

2-3+ years of relevant experience or equivalent combination of experience

Foundational knowledge of EMA (1 to 3 specialties), PM, and ModMed's ancillary products

Foundational understanding of Revenue Cycle Management (RCM) and Boost services

Proficient use of Salesforce, ChurnZero, PowerBI, Qlik, Jira, AskNicely, and Gainsight

Conversational knowledge of EMA to EMA (E2E) and EHR to EMA data conversions, including project duration

Understanding of the full client lifecycle and success metrics

Comfortable communicating with a range of practice POCs

Empathetic and approachable relationship builder

Excellent communication, presentation and teamwork skills

Organized, adaptable, and self-motivated

Results-oriented with a clear focus on KPIs and value-based selling

Travel required up to 10%

Preferred

Master's Degree, preferred

Benefits

Comprehensive medical, dental, and vision benefits

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