Customer Success Manager – Strategic

🕒 May 27

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ModMed

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🤖 Artificial Intelligence

B2B • SaaS • Artificial Intelligence

ModMed is a healthcare technology company that provides specialty-specific electronic health record (EHR) software, practice management, revenue cycle management, analytics, and patient communication tools for medical practices. Their platform integrates AI-powered features—like ModMed Scribe—for clinical documentation, workflow automation, billing assistance, and patient engagement to help specialty physicians streamline operations and improve efficiency. ModMed focuses on serving specialty practices (dermatology, ophthalmology, gastroenterology, orthopedics, OBGYN, etc. ) with onboarding, support, and integrations (FHIR API, telehealth, payment processing).

📋 Description

• Serve as the primary point of contact and trusted advisor for assigned customers, ensuring ongoing success and satisfaction • Strategically manage and execute client renewals, including annual uplift discussions • Evaluate customer needs and activities to provide personalized recommendations and consultative support • Escalate and manage issues that impact customer experience, adoption, and success • Proactively identify areas where ModMed solutions can address inefficiencies or improve workflows • Lead and facilitate Quarterly and Annual Business Reviews (QBRs, ABRs), progress reports, and data-driven performance updates • Communicate effectively and consistently with internal teams and external stakeholders to ensure alignment and timely resolution of issues • Take ownership of customer success processes, including milestone execution and SOP adherence (e.g., EMA to EMA conversions, DDFE, license swaps) • Leverage data and insights from ChurnZero, Qlik, Salesforce, and PowerBI to inform strategy and drive results • Create and update internal SOPs as needed to promote knowledge sharing and continuous improvement

🎯 Requirements

• Bachelor's Degree, required • Master’s Degree, preferred • 2-3+ years of relevant experience or equivalent combination of experience • Foundational knowledge of EMA (1 to 3 specialties), PM, and ModMed’s ancillary products • Foundational understanding of Revenue Cycle Management (RCM) and Boost services • Proficient use of Salesforce, ChurnZero, PowerBI, Qlik, Jira, AskNicely, and Gainsight • Conversational knowledge of EMA to EMA (E2E) and EHR to EMA data conversions, including project duration • Understanding of the full client lifecycle and success metrics • Comfortable communicating with a range of practice POCs • Empathetic and approachable relationship builder • Excellent communication, presentation and teamwork skills • Organized, adaptable, and self-motivated • Results-oriented with a clear focus on KPIs and value-based selling • Travel required up to 10%

🏖️ 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