Senior Director, Customer Success

🔥 15 hours ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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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

• Lead the Named Customer Success Manager team for high-value healthcare technology clients • Evolve customer engagement strategy and operating model • Optimize connection frequency and strengthen proactive risk management • Elevate Annual Business Review content to demonstrate client ROI • Own Net Retention Rate and Gross Retention Rate targets • Drive commercial discipline across the customer portfolio • Modernize operations using AI tools, Gainsight platform transformations, and Voice of Customer data • Scale Customer Success Manager capacity for high-value growth opportunities • Directly manage specialty-specific Customer Success Managers • Mentor and develop Customer Success Managers and foster a high-performing culture • Translate adoption signals, Net Promoter Scores, and Customer Success Qualified Leads into renewal, retention, and wallet-share expansion strategies • Integrate AI and Voice of Customer data into scalable workflows • Deploy Support Coordinators to offload tactical tasks • Partner with General Managers, Sales, Product, and Services leadership on cross-functional goals • Serve as executive sponsor for strategic accounts and build C-level trusted-advisor relationships • Use customer feedback to influence product roadmaps and optimize client health metrics • Direct planning of multi-specialty Customer Advisory Board meetings

🎯 Requirements

• Bachelor's Degree required • 12+ years of progressive experience in Customer Success or Account Management within the SaaS industry • 8+ years of experience leading multi-tiered organizations, specifically directly managing other people managers • Proven success owning NRR/GRR metrics, driving retention, and converting customer adoption signals into portfolio growth • Direct, hands-on experience leveraging CS platforms such as Gainsight, CRM tools, and analytics/VoC data to build and scale efficient workflows • High-EQ leadership style with demonstrated ability to drive operational change, set rigorous performance standards, and develop high-performing teams while maintaining a healthy, burnout-free culture

🏖️ 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 • 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 • Tuition reimbursement programs • Unlimited access to LinkedIn Learning • Global presence and in-person collaboration opportunities • Remote availability for some roles

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