Customer Success Specialist

ModMed

2d•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. A Culture of Excellence 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: Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us? Job Description Summary: The Customer Specialist acts as the post-sale consultative partner and trusted advisor to our clients, and is responsible for the ownership and handling of our Account Management escalation queue in Salesforce CRM. The CSS serves as the primary contact between our clients and internal stakeholders, and is a key member of our Customer Success organization. The CSS will be held accountable for delivering the appropriate solution/deliverables for each case that is sent to the AM queue, while maintaining a positive customer experience. It is expected that the CSS will understand the customer’s business goals (as appropriate) and advocate on their behalf by collaborating internally to deliver solutions.

Requirements

Bachelor's Degree - preferred
1-2 years of relevant experience or equivalent combination of experience and education
Excellent communication and interpersonal skills, with the ability to navigate and mediate conflict
Detailed-oriented and organized
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
Empathetic communicator with a consultative approach - able to see things from another person’s point of view
People skills - you must be comfortable on the phone and able to engage in/control difficult discussions while maintaining professional composure
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

Nice To Haves

Working knowledge of Salesforce and Gainsight is a plus
Ability to multi-task and shift focus/priorities on-the-fly in a fast paced environment

Responsibilities

Manages/owns customer needs that come through the Account Management escalation queue in Salesforce
Maintain an understanding of client industry, MMI suite of products, and role in the market
Work collaboratively with other teams and departments across the organization to improve processes and mitigate customer risk
Identify and facilitate upsell opportunities with customers as appropriate
Serve as escalation point for issues that impact the customer’s success
Advocate customer needs/issues cross departmentally
Maintain regular communication (written and verbal) with customer escalations that you are owning
Monitor and record all client communication in Salesforce
Suggest practical services offered by MMI to create a more efficient and autonomous office flow
Potential of owning your own small book of business

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.