Customer Success Manager

Summary

Join Modernizing Medicine (ModMed) as the Manager of Customer Success Coordination! Lead and develop a high-performing team of Customer Success Coordinators, supporting Customer Success Managers by managing administrative tasks and optimizing workflows. You will oversee team performance, collaborate with cross-functional leaders, and ensure efficient processes. 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 health insurance, 401(k) matching, generous paid time off, and professional development opportunities. We are a fast-growing company with a positive work environment and global presence.

Requirements

• Requires Graduation - Mandatory
• 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

• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk
• Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees
• Allowances: Annual wellness allowance to support your well-being and productivity
• Earned, casual, and sick leaves to maintain a healthy work-life balance
• Bereavement leave for difficult times and extended medical leave options
• Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave
• Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind
• 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