Senior Customer Success Manager

Join the Team Modernizing MedicineAt ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This \"for doctors, by doctors\" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.A Culture of ExcellenceWhen you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes:Consistently ranked as a Top Place to Work2025 Globee Business Awards: Gold Globee for “Technology Team of the Year”2025 Black Book Awards: Ranked #1 EHR in 11 SpecialtiesFlorida Venture Forum: Venture-Backed Company of the YearWe are growing fast, thinking big, and we are just getting started.Ready to modernize medicine with us?Job Description Summary:ModMed is hiring a driven Senior Customer Success Manager to act as the post-sale consultative partner and trusted advisor to our clients, and is responsible for the retention, expansion, and advocacy of an assigned book of business. This is an exciting opportunity to serve as the primary relationship owner between our larger, more complex strategic clients and internal stakeholders, and is a key member of our Customer Success organization within a fast-paced Healthcare IT company that is truly Modernizing Medicine! The Senior CSM The Senior CSM will be held accountable for articulating the value of our SaaS cloud platform, while driving customer engagement and adoption. It is expected that the Senior CSM will understand their customer’s business goals and advocate on their behalf by proactively identifying risk(s) and collaborating internally to deliver solutions.Your Role:Maintain a deep knowledge of client industry, product, and role in the marketConsult with the client to provide product recommendations, assist with go-live stabilization and training to ensure client experience is seamless and consistentEngage with client to ensure product or service is functioning as intended and adding expected valueTrack success through metrics such as client engagement scores, measures of churn, etcIdentify and grow upsell opportunities within the Senior CSM’s Book of BusinessServe as an escalation point for issues that impact the customer’s successAdvocate for customer needs/issues cross-departmentallyMaintain regular communication (written and verbal) with the Senior CSM’s Book of Business regarding daily operations and adoption of the platformMonitor and record all client communication in Gainsight/SalesforceLeverage our customer success platform, Gainsight, to organize daily and weekly focusSuggest practical services offered by MMI to create a more efficient and autonomous office flowReach out proactively with solutions for problems/red flags the client may not even be aware of yetAssume ownership as Vertical Lead and run respective internal customer health review meetings with vertical stakeholders (GM, Sales, CS Management)Support the Associate Customer Success Managers and Customer Success Managers with problem-solving certain customer escalationsSkills & Requirements:Bachelor's Degree, requiredRequires four to five years of relevant experience or equivalent combination of experience and educationExcellent communication; teamwork; detailed-orientation; organizationPeople skills – this individual must be comfortable on the phone and able to engage in/control difficult discussions with senior level, and sometimes C-Level management, while maintaining professional composure and confidenceMotivated - we are transforming how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomesAbility to work independently as well as part of the customer success teamProfessional, patient and balanced approach to handling tasks of varying priority and stress levelsConflict resolution and problem solving skillsAbility to take initiative with little directionEmpathetic communicator with a consultative approach - able to see things from other another’s point of viewWorking knowledge of Salesforce and/or Gainsight is a plusAbility to multi-task and shift focus/priorities on-the-fly in a fast-paced environmentModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:United StatesComprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.Generous Paid Time Off and Paid Parental Leave programs,Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote \"interviews,\" and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (View email address on click.appcast.io). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website. #J-18808-Ljbffr