Vice President, Customer Success Operations – Enablement

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

📋 Description

• Formulate and implement a cohesive strategy for Customer Success Operations, Enablement, and Services that aligns with company objectives focused on retention, adoption, and growth.

• Spearhead digital transformation initiatives throughout the customer lifecycle by utilizing AI, automation, and analytics to improve internal productivity and enhance customer service delivery.

• Collaborate with the executive team to establish Customer Success (CS) OKRs and KPIs that are connected to enterprise outcomes.

• Develop and oversee the CS Technology Roadmap, leading the selection, implementation, and integration of new technologies (such as RPA, predictive analytics, and project management tools).

• Supervise the strategy, execution, and optimization of customer-facing enablement and fee-based service offerings, which include Education and Training Services.

• Propel revenue growth and operational excellence across these areas by effectively managing packaging, pricing, and digital delivery models.

• Advocate for digital enablement by introducing self-service learning platforms, AI-driven education, and predictive analytics tailored to customer needs.

• Ensure that all service offerings expedite time-to-value, adoption, and demonstrable customer outcomes.

• Create and manage the Customer Success technology roadmap (including Salesforce, Gainsight, ChurnZero, and analytics platforms) to guarantee data integrity and automation.

• Establish a robust framework for measuring and reporting CS performance, including key metrics such as retention, churn rate, product adoption, CSM efficiency, and service revenue KPIs.

• Collaborate across departments with Finance, Sales, Product, and IT to provide insights for forecasting and planning that inform resource and coverage models.

• Lead process re-engineering and optimization initiatives throughout CS workflows, from internal team enablement to customer onboarding and adoption journeys, to maximize efficiency and scalability.

• Oversee the design and execution of comprehensive internal enablement programs for the broader CS organization, including playbooks, training modules, and certification programs, aimed at enhancing skills, readiness, and consistency across global teams.

• Develop and maintain a centralized knowledge management system to ensure accessible, up-to-date, and scalable learning across all teams.

• Design, implement, and manage a streamlined Product Release Readiness process that guarantees all Customer Success teams—including support, implementation, training & services, and CSMs—are thoroughly trained, equipped with current knowledge assets, and certified on new products and services prior to launch.

• Cultivate a culture of learning, accountability, and customer-centric execution through ongoing coaching and leadership development.

• Manage the P&L for Customer Enablement and Services functions, driving profitable growth through efficient resource utilization and scalable delivery models.

• Define and manage pricing and packaging strategies for professional services offerings, ensuring they align with the value delivered.

• Collaborate with Finance and CS leadership to forecast revenue, resource requirements, and operational expenses across CS functions.

⛳️ Requirements

• Over 15 years of experience in leading Customer Success, Professional Services, or Operations functions within a SaaS or healthcare technology environment.

• Demonstrated success in integrating operational, enablement, and service delivery teams under a unified strategic framework.

• Strong experience in P&L management for fee-based services, with a proven ability to drive profitable growth.

• Proficiency in digital transformation, AI automation, and utilizing data analytics for informed decision-making.

• Outstanding leadership, communication, and influencing capabilities—able to navigate complexity and facilitate change across functions.

• A strategic mindset with a focus on execution and measurable outcomes.

• Bachelor’s degree is required; an MBA or advanced degree is preferred.

🏝️ Benefits

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

• 401(k): ModMed offers a matching contribution of 50% of your deferred contribution up to 6% of your salary.

• Generous Paid Time Off and Paid Parental Leave programs.

• Company-paid Life and Disability benefits.

• Flexible Spending Account.

• Employee Assistance Programs.

• Company-sponsored Business Resource & 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 in-person collaboration opportunities; dog-friendly headquarters (US).

• Hybrid office roles with remote availability for certain positions.

• Weekly catered breakfast and lunch.

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