Customer Success Manager – Strategic

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact and a trusted advisor for designated customers, ensuring their ongoing success and satisfaction.

• Strategically oversee and implement client renewals, which include discussions about annual uplifts.

• Assess customer requirements and activities to offer tailored recommendations and consultative support.

• Address and manage any issues that affect customer experience, adoption, and overall success.

• Proactively discover opportunities where ModMed solutions can eliminate inefficiencies or enhance workflows.

• Lead and conduct Quarterly and Annual Business Reviews (QBRs, ABRs), progress reports, and performance updates backed by data.

• Communicate effectively and consistently with both internal teams and external stakeholders to ensure alignment and prompt resolution of issues.

• Take charge of customer success processes, including executing milestones and adhering to Standard Operating Procedures (SOPs) such as EMA to EMA conversions, DDFE, and license swaps.

• Utilize data and insights from ChurnZero, Qlik, Salesforce, and PowerBI to shape strategies and drive results.

• Develop and revise internal SOPs as necessary to foster knowledge sharing and continuous improvement.

⛳️ Requirements

• A Bachelor's Degree is required.

• A Master’s Degree is preferred.

• 2-3+ years of relevant experience or a comparable combination of experience.

• Foundational knowledge of EMA (1 to 3 specialties), PM, and ModMed’s ancillary products.

• Basic understanding of Revenue Cycle Management (RCM) and Boost services.

• Proficient in using Salesforce, ChurnZero, PowerBI, Qlik, Jira, AskNicely, and Gainsight.

• Conversant in EMA to EMA (E2E) and EHR to EMA data conversions, including project timelines.

• Familiarity with the complete client lifecycle and success metrics.

• Comfortable engaging with various practice points of contact (POCs).

• An empathetic and approachable relationship builder.

• Strong communication, presentation, and teamwork skills.

• Organized, adaptable, and self-motivated.

• Results-driven with a clear emphasis on KPIs and value-based selling.

• Willingness to travel up to 10%.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage, including a company contribution to a Health Savings Account.

• 401(k) plan: ModMed matches 50% of your contributions deferred on up to 6% of your salary, with full ownership of matching contributions after one year of employment.

• Generous Paid Time Off and Paid Parental Leave programs.

• Company-sponsored Life and Disability insurance benefits.

• Flexible Spending Account and Employee Assistance Programs.

• Company-sponsored Business Resource & Special Interest Groups, creating engaged and supportive communities within ModMed.

• Opportunities for professional development, including tuition reimbursement and unlimited access to LinkedIn Learning.

• Global presence with in-person collaboration opportunities; dog-friendly headquarters (US).

• Hybrid office-based roles with remote opportunities for certain positions.

• Weekly catered breakfast and lunch.

• Treadmill workstations available.

• Zen and wellness rooms located within our BRIC headquarters.