Customer Success Manager

Summary

Join Modernizing Medicine's (ModMed) high-performing Customer Success team as a driven Customer Success Manager! You will oversee a team of Customer Success Managers working with enterprise clients to enhance product adoption, manage risks, and identify upsell opportunities. This role focuses on refining processes for scalability and growth, leading a team, and embodying ModMed's values. You will supervise and mentor your team, conduct performance reviews, develop strategic plans, and collaborate with other departments. The ideal candidate will have experience leading a Customer Success team at a SaaS company and possess strong leadership, communication, and problem-solving skills. ModMed offers a competitive benefits package, including comprehensive medical, dental, and vision benefits, 401(k) matching, generous paid time off, life and disability insurance, professional development opportunities, and more.

Requirements

• Bachelor's degree, required
• 2-3 years of experience leading a Customer Success team at a SaaS company or an 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

Responsibilities

• Supervise and mentor a team of CSMs, ensuring they are effective in their roles
• Conduct performance reviews and provide ongoing feedback and support to foster professional growth
• Develop and implement strategic plans to meet the needs of Named Enterprise and Strategic clients
• Collaborate with other department leaders to align strategies and initiatives with overall company goals
• Set clear objectives and key performance indicators (KPIs) for the team to achieve targeted outcomes
• Oversee and guide the team in building and maintaining strong, long-lasting customer relationships
• Ensure the team effectively manages client expectations and communicates clearly throughout the customer lifecycle
• Identify potential risks in customer accounts and develop proactive strategies to mitigate them
• Lead and support the team in resolving complex issues that may arise, ensuring customer satisfaction and retention
• Utilize creative skills and passion for technology to enhance customer satisfaction and deliver long-term value to our clients
• Encourage the team to identify and pursue upsell and expansion opportunities within their client accounts
• Ensure that the team is proactive in offering solutions and enhancements that align with client needs and contribute to business growth
• Continually assess and evolve customer success processes to accommodate growth and improve efficiency
• Act as a customer advocate within the organization, bringing forward customer feedback to improve products and services

Preferred Qualifications

• Master's degree, preferred
• Excellent communication skills both written and verbal, and strong public speaking skills are a plus
• Working knowledge of Salesforce and/or ChurnZero is a plus

Benefits

• 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