Senior Manager, Customer Success

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

📋 Description

• Develop and implement strategies to enhance the customer success journey, focusing on scalability and support for our diverse customer base.

• Drive initiatives aimed at minimizing churn, boosting revenue, and enhancing the overall customer experience.

• Collaborate effectively with various teams and departments within the organization to streamline processes and procedures.

• Oversee KPIs, milestones, and long-term objectives that align with the company's overarching goals of revenue, growth, and retention.

• Ensure accurate forecasting of customers at risk of churn.

• Provide mentorship and coaching to individual team members, helping them achieve daily success, fulfill career development aspirations, and reduce the time taken to become proficient.

• Partner with operational teams to plan, staff, and allocate resources for our Customer Success team.

• Foster a customer-centric culture across ModMed.

• Collaborate and engage across the organization to advocate for customer needs and enhance the customer journey.

• Work closely with client teams to identify and address risks while ensuring customer satisfaction.

⛳️ Requirements

• 3-5 years of experience in leading a Customer Success team within a B2B SaaS company or a relevant combination of experience and education.

• Familiarity with fundamental SaaS principles and the value drivers in recurring revenue business models.

• Establish and promote a culture of accountability to drive client success within the customer success domain.

• Strong empathy for customers coupled with a commitment to driving revenue and growth.

• A dynamic and creative leader capable of inspiring and motivating others.

• Adapt and enhance onboarding and training programs to cultivate staff competencies.

• Outstanding communication skills, both written and verbal, with strong public speaking abilities being an advantage.

• Working knowledge of Salesforce, AskNicely, and/or ChurnZero is a plus.

• Highly motivated – we are a rapidly evolving organization that is transforming how healthcare information is created, consumed, and utilized to boost practice efficiency and improve patient outcomes.

🏝️ Benefits

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

• 401(k): ModMed matches 50% of your contributions up to 6% of your salary each payday. After one year of employment, 100% of any matching contributions are yours to retain.

• Generous Paid Time Off and Paid Parental Leave programs.

• Company-paid Life and Disability insurance benefits.

• Flexible Spending Accounts and Employee Assistance Programs available.

• Company-sponsored Business Resource and Special Interest Groups that foster engaged and supportive communities within ModMed.

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

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

• Hybrid office roles available, with remote options for certain positions.

• Weekly catered breakfast and lunch provided.

• Treadmill workstations, Zen, and wellness rooms available at our BRIC headquarters.