[Remote] Customer Success Manager, Strategic

Note: The job is a remote job and is open to candidates in USA. ModMed is a healthcare technology company focused on improving the healthcare experience through innovative software solutions. They are seeking a Customer Success Manager to serve as a trusted advisor for assigned customers, ensuring their ongoing success and satisfaction while managing client renewals and identifying upsell opportunities.

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

Skills

• 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

Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
• 401(k):  ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters

Company Overview