Manager, Customer Success (ENT/Ophth)

ModMed is a healthcare technology company focused on modernizing the healthcare experience through its innovative software solutions. The Manager, Customer Success will lead a team dedicated to driving customer adoption, mitigating risks, and enhancing the overall customer experience within the Otolaryngology and Ophthalmic verticals.

Responsibilities:

• Design and execute strategies to optimize the customer success journey
• Drive outcomes aimed at reducing churn, increasing revenue, and optimizing customer experience
• Work collaboratively with other teams and departments across the organization to deliver efficiencies in processes and procedures
• Manage KPIs, milestones, and long-term goals supportive of the overall company objectives for revenue, growth, and retention
• Ensure that we are accurately forecasting at-risk customers
• Mentor and coach individual team members to achieve daily success, reach career development goals, and reduce time to proficiency
• Work with Operational teams to plan, staff, and budget resources for our Customer Success team
• Inspire customer-centricity across Modernizing Medicine
• Collaborate and partner throughout the organization to represent customer needs and optimize the customer journey
• Work with client teams to identify and mitigate risks and ensure 100% customer satisfaction

Requirements:

• Bachelor's Degree required
• 2-3 years of experience leading a Customer Success team at a SaaS company or equivalent combination of experience and education
• Understanding of basic SaaS and value drivers in recurring revenue business models
• Create and enforce a culture of accountability to drive client outcomes within customer success
• Strong empathy for customers with the drive to impact revenue and growth
• Enthusiastic and creative leader with the ability to inspire and motivate others
• Modify and evolve onboarding and training programs to develop staff competencies
• Excellent communication skills both written and verbal, strong public speaking skills are a plus
• Motivated - we are a growing and ever-changing organization that is transforming how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomes
• Working knowledge of Salesforce and/or Gainsight is a plus