Senior Customer Success Manager

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

📋 Description

• Serve as a post-sale consultative partner and a trusted advisor to clients.

• Take ownership of retention, expansion, and advocacy for a designated book of business.

• Act as the primary relationship manager for larger, complex strategic clients.

• Communicate the value of ModMed's SaaS cloud platform and enhance customer engagement and adoption.

• Comprehend customer business objectives, proactively identify risks, and work collaboratively on solutions.

• Maintain extensive knowledge of the client industry, product offerings, and market position.

• Consult with clients regarding product recommendations, go-live stabilization, and training sessions.

• Ensure that products and services operate as intended and deliver the anticipated value.

• Measure success through client engagement scores, churn metrics, and other related indicators.

• Identify and cultivate upsell opportunities.

• Act as an escalation point for issues that impact customers.

• Advocate for client needs across various departments.

• Sustain regular written and verbal communication with the assigned book of business.

• Monitor and document client interactions in Gainsight and Salesforce.

• Utilize Gainsight to prioritize daily and weekly tasks.

• Recommend practical ModMed services to enhance office efficiency and independence.

• Actively provide solutions to challenges and risks.

• Assume responsibility as Vertical Lead and conduct internal customer health review meetings with vertical stakeholders.

• Assist Associate Customer Success Managers and Customer Success Managers with customer escalations.

⛳️ Requirements

• Bachelor's Degree is required.

• Four to five years of relevant experience or an equivalent combination of experience and education.

• Strong communication, teamwork, attention to detail, and organizational skills.

• Comfortable engaging in and managing challenging discussions with senior-level and C-level management.

• Ability to work both independently and as part of the customer success team.

• Professional, patient, and balanced approach to tasks with varying priorities and stress levels.

• Strong conflict resolution and problem-solving abilities.

• Initiative to take action with minimal supervision.

• Empathetic communication style and consultative approach.

• Capable of multitasking and adjusting focus and priorities in a fast-paced environment.

• Familiarity with Salesforce and/or Gainsight is a plus.

🏝️ Benefits

• Comprehensive medical, dental, and vision benefits, including a company contribution to Health Savings Accounts.

• 401(k) matching contribution of 50% on employee contributions deferred up to 6% of compensation; matching contributions fully vested after one year.

• Generous Paid Time Off.

• Paid Parental Leave programs.

• Company-covered Life and Disability benefits.

• Flexible Spending Account options.

• Employee Assistance Programs available.

• Company-sponsored Business Resource & Special Interest Groups.

• Opportunities for professional development.

• Tuition reimbursement programs.

• Unlimited access to LinkedIn Learning.

• In-person collaboration opportunities.

• Dog-friendly US headquarters.

• Weekly catered breakfast and lunch provided.

• Treadmill workstations available.

• Zen and wellness rooms for relaxation.

• Remote work options for select roles.