Senior Manager, Customer Success

ModMed

1d • Hybrid

About The Position

The Senior Manager of Customer Success 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. The team is responsible for the renewal lifecycle (including price uplift strategies), contract buyout retention, and other miscellaneous customer contract activities. The Senior Manager of Customer Success will partner with leadership to execute strategic plans and objectives that deliver against specific KPIs for the customers of our EMA verticals. This role will focus on evolving current processes to support high growth and continue to scale while leading and developing a team that embraces ModMed’s core values.

Requirements

• 3-5 years of experience leading a Customer Success team at a B2B 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.
• An 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, and strong public speaking skills are 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.

Nice To Haves

• Working knowledge of Salesforce, AskNicely, and/or ChurnZero is a plus.

Responsibilities

• Design and execute strategies to optimize the customer success journey, for scale and support of our long tail customer base.
• Drive outcomes aimed at reducing churn, increasing revenue, and optimizing the 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 ModMed.
• 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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed