Customer Success Manager

Summary

Join Modernizing Medicine (ModMed) as the Manager of the Customer Success Coordination Team! Lead and develop a high-performing team of Customer Success Coordinators supporting Customer Success Managers. Oversee team performance, optimize workflows, and collaborate cross-functionally. Ensure efficient processes and timely support for CSMs, driving retention and growth. This role requires strong leadership, communication, and analytical skills, along with experience in customer support or a related field. ModMed offers a competitive benefits package including comprehensive healthcare, 401(k) matching, generous PTO, and professional development opportunities.

Requirements

• Requires Graduation
• 3-5+ years in customer support, project coordination, or administrative role
• Strong leadership and coaching abilities
• Excellent verbal and written communication
• Ability to multitask and prioritize effectively in a fast-paced environment
• Customer-focused mindset with a collaborative approach
• Professional, polished demeanor with customers
• Analytical mindset with the ability to interpret data and make data-driven decisions

Responsibilities

• Hire, train, and develop a high-performing team of Customer Success Coordinators
• Conduct regular 1:1 meetings and team check-ins to foster collaboration and address challenges
• Oversee the assignment and prioritization of tasks to ensure CSMs receive timely support
• Develop and maintain efficient workflows for the team, identifying opportunities for improvement
• Monitor team workload to ensure equitable distribution of responsibilities
• Partner with Customer Success leaders to understand team needs and align support initiatives
• Provide insights and recommendations to improve overall efficiency and effectiveness
• Act as liaison between the Coordination Team and other departments to facilitate cross-functional collaboration
• Ensure the team maintains accurate customer data in CRM and other tools
• Develop and track KPIs to measure team effectiveness
• Provide regular reports on team performance and impact to CS leadership
• Work with the CSM team to improve and update customer-facing materials, ensuring consistency and quality

Preferred Qualifications

• Experience in Customer Success and/or SaaS environments is preferred
• Proficiency in CRM tools (Salesforce) preferred

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