Senior Manager, Customer Success

ModMed is a healthcare technology company modernizing medicine through an AI-enabled, specialty-specific cloud platform. The Senior Manager of Customer Success leads a team responsible for customer adoption, retention, risk mitigation, renewals, and upsell opportunities while developing scalable processes and delivering revenue, growth, and customer satisfaction goals.

Responsibilities:

• Design and execute strategies to optimize the customer success journey, for scale and support of our long tail customer base
• Drive outcomes aimed at reducing churn, increasing revenue, and optimizing the 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 ModMed
• 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 customer satisfaction

Requirements:

• • Bachelor's Degree, required
• • 3-5 years of experience leading a Customer Success team at a B2B 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
• • An enthusiastic and creative leader with the ability to inspire and motivate others
• • Modify and evolve onboarding and training programs to develop staff competencies
• • 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
• • Excellent communication skills, both written and verbal, and strong public speaking skills are a plus
• • Working knowledge of Salesforce, AskNicely, and/or ChurnZero is a plus