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ModMed
ModMed
1,001 – 5,000 Employees
ConsultingHealthcareLogistics
ModMed is a healthcare technology company that develops specialty-focused software for medical practices. Its platform brings together electronic health records, practice management, revenue cycle management, analytics, and patient communication tools, with support for specialties including dermatology, ophthalmology, gastroenterology, orthopedics, and OBGYN. ModMed also incorporates AI-powered capabilities such as ModMed Scribe to assist with clinical documentation, workflow automation, billing, and patient engagement. The company supports practice operations through onboarding, customer support, and integrations including FHIR APIs, telehealth, and payment processing.
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Senior Customer Success Manager, Healthcare SaaS (US Remote)

Guide strategic healthcare customers using ModMed’s AI-enabled SaaS platform, with responsibility for adoption, retention, expansion, and advocacy.

USUnited StatesRemoteFull-timeSeniorEnglish RequiredCustomer SuccessCustomer Success Manager
Cloud

Description

  • Serve as a consultative post-sale partner and trusted advisor to customers
  • Manage retention, expansion, and advocacy across an assigned customer portfolio
  • Own relationships with larger and more complex strategic customers
  • Explain the value of ModMed’s cloud SaaS platform while increasing engagement and adoption
  • Learn customers’ business objectives, identify risks early, and coordinate internal solutions
  • Maintain strong knowledge of the customer industry, product, and market position
  • Advise customers on product recommendations, go-live stabilization, and training
  • Confirm that products and services operate as intended and provide expected value
  • Measure customer success through engagement scores, churn indicators, and related metrics
  • Identify and develop opportunities for upselling
  • Act as an escalation contact for issues affecting customers
  • Represent customer needs across internal departments
  • Maintain consistent written and verbal contact with assigned customers
  • Document and monitor customer communications in Gainsight and Salesforce
  • Use Gainsight to structure daily and weekly priorities
  • Recommend practical ModMed services that support office efficiency and independence
  • Develop proactive responses to customer problems and risks
  • Serve as Vertical Lead and facilitate internal customer health reviews with vertical stakeholders
  • Assist Associate Customer Success Managers and Customer Success Managers with customer escalations

Requirements

  • A bachelor’s degree is required
  • Four to five years of relevant experience, or an equivalent combination of education and experience
  • Strong communication, teamwork, attention to detail, and organizational skills
  • Confidence leading difficult conversations with senior and C-level leaders
  • Ability to work independently and collaboratively within a customer success team
  • Professional, patient, and composed approach when managing competing priorities and stress
  • Strong conflict-resolution and problem-solving abilities
  • Self-directed approach with the initiative to work with limited guidance
  • Empathetic communication style and consultative mindset
  • Ability to manage multiple tasks and reprioritize in a fast-moving environment
  • Working knowledge of Salesforce and/or Gainsight is preferred

Benefits

  • Comprehensive medical, dental, and vision coverage with a company contribution to a Health Savings Account
  • 401(k) match equal to 50% of employee contributions on up to 6% of compensation, with matching funds fully vested after one year
  • Generous paid time off
  • Paid parental leave programs
  • Company-paid life and disability insurance
  • Flexible Spending Account
  • Employee assistance programs
  • Company-sponsored business resource and special-interest groups
  • Professional development opportunities
  • Tuition reimbursement programs
  • Unlimited LinkedIn Learning access
  • Opportunities for in-person collaboration
  • Dog-friendly US headquarters
  • Catered breakfast and lunch each week
  • Treadmill workstations
  • Zen and wellness rooms
  • Remote work availability for some roles

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