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.

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%.

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

Customer Success Manager – Dermatology

Key skills