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Manager, Customer Success

3 months ago

Boca Raton, Florida, United States ModMed Full time
We are united in our mission to make a positive impact on healthcare. Join Us

  • South Florida Business Journal, Best Places to Work 2024
  • Inc. 5000 Fastest-Growing Private Companies in America 2023
  • Company of the Year | 2023 BIG Innovation Awards
  • Fastest-Growing Company of the Year Large (Bronze) | 2022 Best in Biz Awards

Who We Are

We Are Modernizing Medicine (WAMM) Were a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started ModMed is based in Boca Raton, FL, with office locations in Santiago, Chile, Berlin, Germany, Hyderabad, India, and a robust remote workforce with team members across the US.

ModMed is hiring a driven Customer Success Manager to join our positive, passionate, and high-performing Customer Success team focused on collaborating with leadership and teams across the organization to develop strategic plans and objectives aligned with specific KPIs within our Modmed verticals. This is an exciting opportunity to oversees a team of Customer Success Managers (CSMs) who work with Named Enterprise and Strategic clients to enhance product adoption, manage risks, and identify upsell opportunities while delivering a world-class customer experience within a fast-paced Healthcare IT company that is truly Modernizing Medicine The focus of this role is to refine current processes to support scalability and growth, as well as leading a team that embodies the values of Modernizing Medicine.

Your Role

  • 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.

Skills & Requirements

  • Bachelor's degree, required; Master's degree, preferred.
  • 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.
  • 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.
  • Motivated - we are a growing and ever-changing organization that is transforming how healthcare information is created, consumed, and utilized to increase practice efficiency and improve patient outcomes.

ModMed Benefits Highlight

At ModMed, we believe its important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits, including:
  • Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
  • 401(k) The ModMed matching contribution has a one-year Cliff Vesting schedule,
  • 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,
  • Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.