Senior Customer Success Manager

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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ModMed

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

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

• Act as the post-sale consultative partner and trusted advisor to clients • Own retention, expansion, and advocacy for an assigned book of business • Serve as the primary relationship owner for larger, complex strategic clients and internal stakeholders • Articulate the value of ModMed’s SaaS cloud platform and drive customer engagement and adoption • Understand customer business goals, identify risks, and collaborate internally to deliver solutions • Maintain deep knowledge of the client industry, product, and market role • Provide product recommendations and assist with go-live stabilization and training • Ensure products and services function as intended and deliver expected value • Track client engagement, churn, and other success metrics • Identify and grow upsell opportunities • Serve as an escalation point for customer-impacting issues • Advocate for customer needs across departments • Maintain regular written and verbal communication with the assigned book of business • Record client communications in Gainsight and Salesforce • Use Gainsight to organize daily and weekly priorities • Recommend ModMed services to improve office workflow efficiency and autonomy • Proactively identify and address customer problems and red flags • Serve as Vertical Lead and run internal customer health review meetings with vertical stakeholders • Support Associate Customer Success Managers and Customer Success Managers with customer escalations

🎯 Requirements

• Bachelor's Degree, required • Four to five years of relevant experience or equivalent combination of experience and education • Excellent communication, teamwork, detailed orientation, and organization • Comfortable engaging in and controlling difficult discussions with senior-level and C-level management • Ability to work independently and as part of the customer success team • Professional, patient, and balanced approach to handling tasks of varying priority and stress levels • Conflict resolution and problem-solving skills • Ability to take initiative with little direction • Empathetic communicator with a consultative approach • Ability to multitask and shift focus and priorities in a fast-paced environment • Working knowledge of Salesforce and/or Gainsight is a plus

🏖️ Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution • 401(k) matching contribution of 50% of employee contributions deferred on up to 6% of compensation; matching contributions fully vested after one year • Generous Paid Time Off and Paid Parental Leave programs • Company-paid Life and Disability benefits • Flexible Spending Account • Employee Assistance Programs • Company-sponsored Business Resource & Special Interest Groups • Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning • Global presence and in-person collaboration opportunities • Dog-friendly headquarters • Weekly catered breakfast and lunch • Treadmill workstations • Zen and wellness rooms