Senior Customer Success Manager

Summary

Join Modernizing Medicine (ModMed) as a Senior Customer Success Manager! This role focuses on supporting orthopedic clients, ensuring product success, and driving expansion. You will act as a trusted advisor, proactively identifying risks and collaborating to deliver solutions. The position requires strong communication, problem-solving, and client management skills within a fast-paced healthcare IT environment. ModMed offers a competitive benefits package, including comprehensive healthcare, 401k matching, generous PTO, life and disability insurance, professional development opportunities, and a supportive work environment.

Requirements

• Bachelor's Degree required
• Requires four to five years of relevant experience or an equivalent combination of experience and education
• Excellent communication; teamwork; detailed orientation; and organization
• People skills – this individual must be comfortable on the phone and able to engage in/control difficult discussions with senior level, and sometimes C-Level management, 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
• A 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
• Empathetic communicator with a consultative approach - able to see things from another’s point of view
• Ability to multi-task and shift focus/priorities on the fly in a fast-paced environment

Responsibilities

• Maintain a deep knowledge of client industry, product, and role in the market
• Consult with the client to provide product recommendations, and assist with go-live stabilization and training to ensure client experience is seamless and consistent
• Engage with clients to ensure product or service is functioning as intended and adding expected value
• Track success through metrics such as client engagement scores, measures of churn, etc
• Identify and grow upsell opportunities within the Senior CSM’s Book of Business
• Serve as an escalation point for issues that impact the customer’s success
• Advocate customer needs/issues cross-departmentally
• Maintain regular communication (written and verbal) with the Senior 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
• Assume ownership as Vertical Lead and run respective internal customer health review meetings with vertical stakeholders (GM, Sales, CS Management)
• Support the Associate Customer Success Managers and Customer Success Managers with problem-solving certain customer escalations

Preferred Qualifications

Working knowledge of Salesforce 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