Manager, Customer Success (Scribe)
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: 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? ModMed is hiring a Manager, Customer Success to join our positive, passionate, and high-performing Customer Success team focused on our AI-powered clinical documentation solution, MedMed Scribe. The Manager is responsible for a team of Customer Success Managers (CSMs) who are focused on driving adoption, mitigating risk, and identifying upsell opportunities while providing a world-class customer experience. This is an exciting opportunity to partner with leadership to establish strategic plans and objectives that deliver against specific KPIs for the customers of our verticals within a fast-paced Healthcare IT company that is truly Modernizing Medicine!
Requirements
- Bachelor's Degree required.
- 2-3 years of experience leading a Customer Success team at a SaaS company or 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, strong public speaking skills are a plus.
Nice To Haves
- Working knowledge of Salesforce and/or Gainsight 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.
Responsibilities
- Design and execute strategies to optimize the customer success journey.
- Drive outcomes aimed at reducing churn, increasing revenue, and optimizing customer experience.
- Work collaboratively with other teams and departments across the organization to deliver efficiencies in processes and procedures.
- Manage KPIs, milestones, and long-term goals supportive of the overall company objectives for revenue, growth, and retention.
- Ensure that we are accurately forecasting at-risk customers.
- Mentor and coach individual team members to achieve daily success, reach career development goals, and reduce time to proficiency.
- Work with Operational teams to plan, staff, and budget resources for our Customer Success team.
- Inspire customer-centricity across Modernizing Medicine.
- Collaborate and partner throughout the organization to represent customer needs and optimize the customer journey.
- Work with client teams to identify and mitigate risks and ensure 100% customer satisfaction.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
