Customer Success Manager, Key

ModMed is a healthcare technology company focused on modernizing medicine through innovative software solutions. They are seeking a driven Customer Success Manager to enhance customer satisfaction and retention by addressing workflow inefficiencies and managing client relationships effectively.

Responsibilities:

• Serve as the primary contact and strategic consultant for assigned accounts
• Proactively assess customer needs and recommend ModMed solutions to improve efficiency and outcomes
• Manage escalations that impact customer satisfaction, adoption, and retention
• Identify upsell opportunities and influence customer decision-making
• Execute and support key Customer Success milestones and processes (e.g., EMA to EMA conversions, DDFE, license swaps)
• Create or revise SOPs and share knowledge with the team to improve operational excellence
• Collaborate with internal teams and ensure timely follow-up on all customer issues and projects

Requirements:

• Bachelor's Degree, preferred
• 2-3 years of relevant work experience
• Intermediate understanding of medical practice workflows and advanced product knowledge
• Proficient in Salesforce, ChurnZero (advanced), PowerBI, and Google Drive
• Ability to consult on gaps in EMA/PM workflows and answer advanced inquiries
• Strong navigation of Qlik and working knowledge of JIRA
• Deep understanding of the customer lifecycle and success SOPs
• Strong and professional presence
• Excellent communication, teamwork, detailed-orientated and organized
• Creative, resourceful, and adaptable to changing priorities
• Critical thinker and confident problem solver
• Self-motivated and driven to deliver results