Senior CS Systems Administrator

ModMed • Remote-FL, FL

2d • Hybrid

About The Position

The Senior CS Systems Administrator works directly with executive business stakeholders and the CS Transformation team to identify high-impact opportunities and architect scalable, enterprise-grade technology solutions across ModMed’s Customer Success ecosystem. Serving as both a senior solution architect and platform owner, this role leads the end-to-end administration, implementation, and optimization of Salesforce and related CS systems, while leading technical evaluation and potential greenfield rollout of dedicated Customer Success Platforms (e.g., Gainsight, ChurnZero, etc.). The Senior CS Systems Administrator acts as a primary technical lead by translating complex CS business challenges into detailed architectural blueprints, technical workflow diagrams, data mapping tables, and query criteria. This position oversees Agile execution (creating Jira epics/user stories, sprint refinement, tracking velocity), deployment pipelines, QA testing execution, and production support oversight. Additionally, the Senior CS Systems Administrator partners with cross-functional IT/Engineering teams, mentors junior analysts/developers, and leverages emerging AI and automated workflows to drive measurable ROI and retention outcomes for ModMed.

Requirements

• Minimum Bachelors in Business, Technology, or related area preferred. Master’s Degree in Computer Science, Information Systems, or related field preferred.
• 7+ years experience in SaaS System Administration & Enterprise Architecture.
• 5+ years hands-on experience administering dedicated Customer Success Platforms (e.g., Gainsight, ChurnZero, Totango, or similar enterprise CS tools), including implementation or optimization experience.
• 5+ years experience as a Salesforce Administrator / Developer (Sales Cloud, Service Cloud).
• Demonstrated experience architecting REST/SOAP APIs, middleware integrations, and ETL pipelines between CS platforms and enterprise CRMs.
• Proven track record writing technical design documents, data flow maps, and test plans in an Agile development environment.
• Experience leveraging AI/LLM tools and predictive analytics within CS operations.
• Strategic thinker with meticulous attention to detail and a results-oriented approach.
• Technology enthusiast who enjoys designing and building solutions.
• Team player who enjoys collaborating with teammates and welcomes system design and prioritization dialogue.
• Accountable professional that is committed to driving successful project outcomes and exceptional experiences.
• Demonstrated adaptability in a dynamic environment, with a commitment to effective outcomes and project success.
• Coachable and eager to learn about enterprise technology systems and how to develop and deploy effective code.
• Proficiency with standard integration design, authentication, and configuration.
• Understanding of LLMs and other forms of enterprise AI infrastructure and its business application preferred.
• Certified Administrator in Gainsight, ChurnZero, or equivalent CS platform highly preferred.
• Deep expertise in Customer Success operational methodologies (health scores, churn prediction, playbooks, CSAT/NPS).
• Strong proficiency in SOQL/SQL queries, data modeling, and relational database structures.
• Exceptional cross-functional leadership, communication, and stakeholder management skills.

Nice To Haves

• Master’s Degree in Computer Science, Information Systems, or related field preferred.
• Understanding of LLMs and other forms of enterprise AI infrastructure and its business application preferred.
• Certified Administrator in Gainsight, ChurnZero, or equivalent CS platform highly preferred.

Responsibilities

• Architect, configure, and maintain advanced system logic in Salesforce (CS custom objects, Flow automation, Apex/SOQL where applicable) and dedicated CS systems (e.g., ChurnZero, Gainsight, or newly evaluated CSP tools) to drive operational efficiency and customer health visibility.
• Design and maintain robust, high-performance bi-directional data integrations between Salesforce, CS platforms, enterprise data warehouses (Snowflake/BigQuery), and product telemetry. Ensure data integrity, accurate sync rules, and optimal API usage.
• Act as primary technical owner for CS technology infrastructure. Manage technical debt, platform limits, system security/permissions, release updates, and long-term architectural scalability. Lead system evaluation for future software additions.
• Partner closely with CS Transformation Product Owners, Ops Leaders, and IT engineering to evaluate technical feasibility, refine requirements, and translate business goals into scalable technical designs.
• Serve as the technical SME on emerging AI infrastructure (e.g., Gainsight AI, Salesforce Einstein/Agentforce, LLM integrations), embedding predictive automation into daily CS workflows.
• Establish and execute end-to-end quality assurance frameworks, user acceptance testing (UAT), and structured deployment pipelines across sandbox and production environments.
• Serve as the highest technical escalation point for critical system bugs, data sync errors, or platform disruptions within the CS ecosystem.
• Create and execute deployment plans, including the CICD pipeline of code being pushed into production with success validation.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior