Senior Director, Customer Success Enablement – Strategy

🕒 Julho 29

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ModMed

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

🏥 Saúde

💼 Consultoria

📦 Logística

Healthcare • Consulting • Logistics

A ModMed é uma empresa de tecnologia em saúde que fornece software de prontuário eletrônico (EHR) específico para especialidades, gerenciamento de consultórios, gerenciamento de ciclo de receita, análise e ferramentas de comunicação com pacientes para práticas médicas. A plataforma deles integra recursos movidos por IA—como o ModMed Scribe—para documentação clínica, automação de fluxo de trabalho, assistência de faturamento e engajamento de pacientes, ajudando médicos especialistas a otimizar operações e melhorar a eficiência. A ModMed foca em atender práticas especializadas (dermatologia, oftalmologia, gastroenterologia, ortopedia, ginecologia, etc. ) com integração, suporte e integrações (API FHIR, telemedicina, processamento de pagamentos).

Descrição

• Lead end-to-end customer operating model redesigns, workflow optimization, service innovation, process excellence, and M&A operational integrations across all Customer Success business units. • Direct enterprise CS tech stack governance and multi-year roadmap (Gainsight, SFDC, Genesys, WalkMe, LMS); pioneer AI, LLM, agent assist, predictive analytics, and RPA solutions to drive operational efficiency and support deflection. • Oversee the CS PMO to enforce disciplined program governance, resource coordination, release/product launch delivery, and continuous improvement initiatives across cross-functional projects. • Direct internal learning & development strategies, new hire onboarding, release & role readiness, leadership enablement, and enterprise change management communications to empower CS teams. • Partner closely with Product, Engineering, Support, Professional Services, and Marketing leaders to prioritize digital experience (DX) enhancements, align content roadmaps, and support major product launches. • Establish enterprise-wide operational metrics, business process analytics, and performance telemetry to measure CS efficiency, tool adoption, churn risk reduction, and ROI on technology investments. • Build, mentor, and scale a high-performing 30+ person CS Shared Services team, leading through four direct reports (Directors/Sr. Managers) and fostering a culture of operational rigor, innovation, and accountability.

🎯 Requisitos

• Bachelors Degree, Advanced Degree Preferred • 12+ years of experience in Customer Success Operations, Enablement, Business Transformation, or Technology Strategy in SaaS, with at least 7+ years in a senior leadership role managing managers/directors • Proven track record leading CS Operations, Enablement, PMO, and Technology teams in a fast-paced SaaS or enterprise tech environment. • Deep expertise in CS tech stacks (Gainsight, Salesforce, Contact Center platforms, LMS, WalkMe). • Hands-on experience driving AI/automation, RPA implementation, and workflow optimization. • Strong financial acumen with experience managing $3M+ operating budgets and software vendors. • Superior executive presence and cross-functional negotiation skills. • PMP, Agile/Scrum, or Lean Six Sigma Black Belt certification. • Expertise in Healthcare IT / HealthTech workflows. • Proven experience architecting multi-pillar shared services organizations through rapid scale or M&A integration.

🏖️ Benefícios

• 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