Customer Success Manager, Strategic

Role Overview

Join the Team Modernizing Medicine as a Customer Success Manager to proactively identify opportunities, manage escalations, and execute key lifecycle milestones. This is an exciting opportunity to understand customers’ business goals and advocate on their behalf by proactively identifying risk(s) and collaborating internally to deliver solutions and identify appropriate upsell opportunities within a fast-paced Healthcare IT company that is truly Modernizing Medicine!

What You Will Do

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.

Why It Might Be a Fit

This role requires a driven and empathetic individual with a strong understanding of the full client lifecycle and success metrics. The ideal candidate will have excellent communication, presentation, and teamwork skills, and be comfortable communicating with a range of practice POCs.

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.

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

Tagged as: ChurnZero, Gainsight, Power BI, Salesforce