Manager, Customer Success (Orthopedics)

ModMed is a healthcare technology company focused on modernizing the healthcare experience through innovative software solutions. They are seeking a Manager, Customer Success to lead a team responsible for driving customer adoption and satisfaction within their Orthopedic clinical solution. The role includes developing strategies to enhance the customer journey, managing KPIs, and collaborating with various teams to ensure a seamless customer experience.

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