Manager, Customer Success

ModMed•Brick, NJ

2d•Hybrid

About The Position

ModMed is hiring a Manager, Customer Success to join our positive, passionate, and high-performing Customer Success team focused on supporting Key accounts across multiple specialties. The Manager is responsible for a team of Customer Success Managers (CSMs) and Customer Success Specialists (CSS's) 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.
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.