Customer Success Manager, Key

ModMed•Brick, NJ

14d•Hybrid

About The Position

At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes ModMed is hiring a driven Customer Success Manager to join our positive, passionate, and high-performing key-account Customer Success team focused on helping customers maximize the value of ModMed’s solutions by identifying workflow inefficiencies, managing escalations, and driving adoption and retention. This is an exciting opportunity to serve as the primary relationship owner between our customers and internal stakeholders within a fast-paced Healthcare IT company that is truly Modernizing Medicine! In this role, you will act as an experienced, consultative professional responsible for a rotating book of business. This role requires an intermediate understanding of client needs, the ability to work cross-functionally, and the confidence to make decisions independently while continuously optimizing customer success processes.

Requirements

Bachelor's Degree, preferred.
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.

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.

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.