Note: The job is a remote job and is open to candidates in USA. ModMed is a healthcare IT company providing AI-enabled, specialty-specific cloud software for medical practices. The Customer Success Manager will serve as the primary relationship owner for assigned key accounts, helping customers maximize solution value through workflow improvement, escalations management, adoption, retention, and cross-functional collaboration.
Responsibilities
- Serve as the primary contact and strategic consultant for assigned accounts
- Proactively assess customer needs and recommend ModMed solutions to improve efficiency and outcomes
- Manage escalations that impact customer satisfaction, adoption, and retention
- Identify upsell opportunities and influence customer decision-making
- Execute and support key Customer Success milestones and processes (e.g., EMA to EMA conversions, DDFE, license swaps)
- Create or revise SOPs and share knowledge with the team to improve operational excellence
- Collaborate with internal teams and ensure timely follow-up on all customer issues and projects
Skills
- 2-3 years of relevant work experience
- Intermediate understanding of medical practice workflows and advanced product knowledge
- Proficient in Salesforce, ChurnZero (advanced), PowerBI, and Google Drive
- Ability to consult on gaps in EMA/PM workflows and answer advanced inquiries
- Strong navigation of Qlik and working knowledge of JIRA
- Deep understanding of the customer lifecycle and success SOPs
- Strong and professional presence
- Excellent communication, teamwork, detailed-orientated and organized
- Creative, resourceful, and adaptable to changing priorities
- Critical thinker and confident problem solver
- Self-motivated and driven to deliver results
- Bachelor's Degree, preferred
Benefits
- Eligible Modernizers can enroll in comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution.
- 401(k) matching contribution each payday of 50% of the employee's contribution deferred on up to 6% of compensation; after one year of employment with ModMed, 100% of any matching contribution received is vested.
- Generous Paid Time Off and Paid Parental Leave programs.
- Company-paid Life and Disability benefits.
- Flexible Spending Account.
- 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 headquarters in the US.
- Hybrid office-based roles and remote availability for some roles.
- Weekly catered breakfast and lunch within the BRIC headquarters.
- Treadmill workstations within the BRIC headquarters.
- Zen and wellness rooms within the BRIC headquarters.
Company Overview