Senior Customer Success Manager

Overview

ModMed is hiring a Senior Customer Success Manager to act as the post-sale consultative partner and trusted advisor to clients, responsible for the retention, expansion, and advocacy of an assigned book of business.

What you'll do

• Maintain a deep knowledge of client industry, product, and role in the market.
• Consult with the client to provide product recommendations, and assist with go-live stabilization and training to ensure a seamless and consistent client experience.
• Engage with the client to ensure the product or service is functioning as intended and adding expected value.
• Track success through metrics such as client engagement scores and measures of churn.
• Identify and grow upsell opportunities within the book of business.
• Serve as an escalation point for issues that impact the customer's success.
• Advocate for customer needs and issues cross-departmentally.
• Maintain regular written and verbal communication with the book of business regarding daily operations and platform adoption.
• Monitor and record all client communication in Gainsight/Salesforce.
• Leverage Gainsight to organize daily and weekly focus.
• Suggest practical ModMed services to create a more efficient and autonomous office flow.
• Reach out proactively with solutions for problems or red flags the client may not yet be aware of.
• Assume ownership as Vertical Lead and run internal customer health review meetings with vertical stakeholders (GM, Sales, CS Management).
• Support Associate and Customer Success Managers with problem-solving certain customer escalations.

What you'll need

• Bachelor's degree.
• Four to five years of relevant experience, or an equivalent combination of experience and education.
• Excellent communication, teamwork, detail orientation, and organization.
• People skills: comfortable on the phone and able to engage in and control difficult discussions with senior-level and sometimes C-level management, while maintaining professional composure and confidence.
• Motivated to transform how healthcare information is created, consumed, and utilized to increase practice efficiency and improve patient outcomes.
• Ability to work independently as well as part of the customer success team.
• Professional, patient, and balanced approach to handling tasks of varying priority and stress levels.
• Conflict resolution and problem-solving skills.
• Ability to take initiative with little direction.
• Empathetic communicator with a consultative approach, able to see things from another's point of view.
• Ability to multi-task and shift focus and priorities on the fly in a fast-paced environment.

Nice to have

• Working knowledge of Salesforce and/or Gainsight.

Details

• Location: Remote, USA.
• Hybrid office-based roles and remote availability for some roles.