Vice President, Customer Success Operations & Enablement

ModMed

6d•Hybrid

About The Position

The Vice President, Customer Success Operations and Enablement is a transformational leader responsible for driving the efficiency, scalability, and customer impact of the Customer Success organization. This role oversees Customer Success Ops Enablement, Education, and Services. The VP will lead the strategy, delivery, and optimization of customer-facing enablement and service offerings (including Customer Education, Training, Internal Learning & Enablement, and Customer Success Transformation), while also leading strategic initiatives, championing digital transformation, and managing the internal operations/technology roadmap for the Customer Success team. Reporting to the SVP, Customer Success, this role is critical to maximizing customer time-to-value, adoption, satisfaction, and long-term success while ensuring operational excellence across the departments.

Requirements

15+ years of experience leading Customer Success, Professional Services, or Operations functions in a SaaS or healthcare technology environment.
Proven success in unifying operational, enablement, and service delivery teams under a single strategic framework.
Strong P&L ownership experience for fee-based services and demonstrated ability to drive profitable growth.
Expertise in digital transformation, AI automation, and leveraging data analytics for decision-making.
Exceptional leadership, communication, and influencing skills — able to lead through complexity and drive change across functions.
Strategic thinker with a bias for execution and measurable results.
Bachelor’s degree required

Nice To Haves

MBA or advanced degree preferred

Responsibilities

Develop and execute a unified strategy for Customer Success Operations, Enablement, and Services aligned with company goals for retention, adoption, and growth.
Lead digital transformation initiatives across the customer lifecycle — leveraging AI, automation, and analytics to enhance both internal productivity and customer service delivery.
Partner with the executive team to define CS OKRs and KPIs that link to enterprise outcomes.
Develops and manages the CS Technology Roadmap, leading the selection, implementation, and integration of new technologies (e.g., RPA, predictive analytics, project management tools).
Oversee the strategy, delivery, and optimization of customer-facing enablement and fee-based service offerings — including Education and Training Services.
Drive revenue growth and operational excellence across these functions through effective packaging, pricing, and digital delivery models.
Champion digital enablement — introducing self-service learning platforms, AI-powered education, and predictive analytics for customer needs.
Ensure all service offerings accelerate time-to-value, adoption, and measurable customer outcomes.
Build and maintain the Customer Success technology roadmap (e.g., Salesforce, Gainsight, ChurnZero, analytics platforms) to ensure data integrity and automation.
Establishes a robust framework for measuring and reporting CS performance, including key metrics like retention, churn rate, product adoption, CSM efficiency, and service revenue KPIs.
Partner cross-functionally with Finance, Sales, Product, and IT to provide forecasting and planning insights that inform resource and coverage models
Lead process re-engineering and optimization efforts across CS workflows, from internal team enablement to customer onboarding/adoption journeys, to ensure maximum efficiency and scalability.
Leads a high-performing organization encompassing both CS Operations and Customer Enablement and Services.
Oversees the design and delivery of comprehensive internal enablement programs for the broader CS organization, including playbooks, training modules, and certification programs, with the objective to strengthen skills, readiness, and consistency across global teams.
Build and maintain a centralized knowledge management system to ensure up-to-date, accessible, and scalable learning across all teams.
Design, implement, and govern a streamlined Product Release Readiness process that ensures all Customer Success teams—including support, Implementation, training & services, and CSMs—are fully trained, equipped with updated knowledge assets, and certified on new products and services prior to launch
Foster a culture of learning, accountability, and customer-centric execution through continuous coaching and leadership development.
Own P&L for Customer Enablement and Services functions, driving profitable growth through efficient resource utilization and scalable delivery models.
Define and manage pricing and packaging strategies for professional services offerings, ensuring alignment with value delivered.
Collaborate with Finance and CS leadership to forecast revenue, resource needs, and operational expenses across CS functions.