HyperCare Customer Success Manager

Job Description

Summary:

Mod Med is hiring a driven Customer Success Manager to join our positive, passionate, and high-performing Customer Success team, focused on being the trusted advisor by proactively identifying opportunities, managing escalations, and executing key lifecycle milestones. This is an exciting opportunity to understand customers' business goals and advocate on their behalf by proactively identifying risk(s) and collaborating internally to deliver solutions and identify appropriate upsell opportunities within a fast-paced Healthcare IT company that is truly Modernizing Medicine!

The CSM will be held accountable for articulating the value of our SaaS cloud platform while driving customer engagement and adoption.

• Serve as the primary point of contact and trusted advisor for assigned customers, ensuring ongoing success and satisfaction.
• Evaluate customer needs and activities to provide personalized recommendations and consultative support.
• Escalate and manage issues that impact customer experience, adoption, and success.
• Proactively identify areas where Mod Med solutions can address inefficiencies or improve workflow,s.
• Communicate effectively and consistently with internal teams and external stakeholders to ensure alignment and timely resolution of issues.
• Take ownership of customer success processes, including milestone execution and SOP adherence (e.g., EMA to EMA conversions, DDFE, license swaps).
• Leverage data and insights from Churn Zero, Qlik, Salesforce, and PowerBI to inform strategy and drive results.
• Create and update internal SOPs as needed to promote knowledge sharing and continuous improvement.

• Bachelor's Degree, required. Master’s Degree, preferred.
• 2-3+ years of relevant experience or equivalent combination of experience.
• Foundational understanding of Revenue Cycle Management (RCM) and Boost services.
• Familiarity with the use of Salesforce, Churn Zero, PowerBI, Qlik, Jira, and Gainsight.
• Understanding of the full client lifecycle and success metrics.
• Comfortable communicating with a range of practice POCs.
• Empathetic and approachable relationship builder.
• Excellent communication, presentation and teamwork skills.
• Organized, adaptable, and self-motivated.
• Results-oriented with a clear focus on KPIs and value-based selling.

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution.
• 401(k):
  Mod Med 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 Mod Med, 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 Mod Med.
• Professional development opportunities, including tuition reimbursement programs and unlimited access to Linked In 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.