Key skills
Customer Success ManagementSalesforceRevenue Cycle ManagementChurnZeroPowerBIQlikOrganizedcommunicationTeamwork skillsSelf-motivatedResults-orientedSaaSJiraCommunicationCustomer Success
About this role
ModMed is a company reimagining the healthcare experience through innovative software solutions. They are seeking a Customer Success Manager to join their Strategic Customer Success team for Orthopedics, responsible for managing customer relationships and driving engagement with their SaaS cloud platform.
Responsibilities:
- 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
Requirements:
- Bachelor's Degree, required
- 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%
- Master's Degree, preferred