Customer Success Manager

Summary

Join Modernizing Medicine's Customer Success team as a driven Customer Success Manager! Oversee a team of CSMs focused on Named Enterprise and Strategic clients, enhancing product adoption, managing risks, and identifying upsell opportunities. Develop and implement strategic plans, set KPIs, and build strong customer relationships. Lead the team in resolving complex issues and fostering professional growth. Continuously assess and evolve customer success processes to accommodate growth and improve efficiency. This role requires a Bachelor's degree (Master's preferred), 2-3 years of experience leading a Customer Success team at a SaaS company, and strong leadership and communication skills.

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

• 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