Customer Success Manager

Summary

Join ModMed's Strategic Customer Success team as a driven Customer Success Manager! You will act as a consultative partner and trusted advisor to clients, responsible for retention and advocacy. This role requires maintaining strong client relationships, articulating the value of our SaaS platform, and driving customer engagement. You will proactively identify risks, collaborate internally to deliver solutions, and identify upsell opportunities. The ideal candidate possesses excellent communication and problem-solving skills, along with a deep understanding of the healthcare IT industry. ModMed offers a competitive benefits package and a positive, high-performing work environment.

Requirements

• Bachelor's Degree
• 3-4 years of relevant experience or equivalent combination of experience and education
• Excellent communication, teamwork, detailed-oriented and organization skills
• People skills – the CSM must be comfortable on the phone and able to engage in/control difficult discussions while maintaining professional composure and confidence
• Motivated - we are transforming how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomes
• Ability to work independently as well as part of the Customer Success team
• Professional, patient and balanced approach to handling tasks of varying priority and stress levels
• Conflict resolution and problem-solving skills
• Ability to take initiative with little direction

Responsibilities

• Maintain a deep knowledge of client industry, product, and role in the market
• Consult with the client to provide product recommendations, assist with go-live stabilization and training to ensure client experience is seamless and consistent
• Engage with clients to ensure the product or service is functioning as intended and adding expected value
• Track success through metrics such as client health scores, reference generation, product expansion and churn reduction
• Identify and grow upsell opportunities within the CSM’s book of business
• Serve as an escalation point for issues that impact the customer’s success and utilization of MMI products deployed
• Advocate customer needs/issues cross-departmentally
• Maintain regular communication (written and verbal) with CSM’s book of business regarding daily operations and adoption of the platform
• Monitor and record all client communication in Salesforce
• Leverage our customer success platform to organize daily and weekly focus
• Suggest practical services offered by MMI to create a more efficient and autonomous office flow
• Reach out proactively with solutions for problems/red flags the client may not even be aware of yet

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
• 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