Customer Success Manager, Strategic

Overview

We are united in our mission to make a positive impact on healthcare. Join Us!

• South Florida Business Journal, Best Places to Work 2024
• Inc. 5000 Fastest-Growing Private Companies in America 2024
• 2024 Black Book Awards, ranked #1 EHR in 11 Specialties
• 2024 Spring Digital Health Awards, “Web-based Digital Health” category for EMA Health Records (Gold)
• 2024 Stevie American Business Award (Silver), New Product and Service:
  Health Technology Solution (Klara)

Who we are:

We Are Modernizing Medicine (WAMM)! We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started!

Mod Med s global headquarters is based in Boca Raton, FL, with a growing office in Hyderabad, India, and a robust remote workforce across the US, Chile, and Germany.

Mod Med is hiring a driven Customer Success Manager to join our positive, passionate, and high-performing Strategic 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.
• Strategically manage and execute client renewals, including annual uplift discussions.
• 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 workflows.
• Lead and facilitate Quarterly and Annual Business Reviews (QBRs, ABRs), progress reports, and data-driven performance updates.
• 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 Power
  
  BI to inform strategy and drive results.
• Create and update internal SOPs as needed to promote knowledge sharing and continuous improvement.

Skills & Requirements:

• Bachelor s Degree, required. Master’s Degree, preferred.
• 2-3+ years of relevant experience or equivalent combination of experience.
• Foundational knowledge of EMA (1 to 3 specialties), PM, and Mod Med’s ancillary products.
• Foundational understanding of Revenue Cycle Management (RCM) and Boost services.
• Proficient use of Salesforce, Churn Zero, Power
  
  BI, Qlik, Jira, Ask Nicely, and Gainsight.
• Conversational knowledge of EMA to EMA (E2E) and EHR to EMA data conversions, including project duration.
• 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.
• Travel required up to 10%.

#LI-LM1

#REMOTE

Mod Med Benefits Highlight: At Mod Med, 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:

• Meals & Snacks:
  Enjoy…