Customer Success Specialist

Join the Team Modernizing Medicine At Mod Med, 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 Excellence When you join Mod Med, 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 Work
2025 Globee Business Awards:
Gold Globee for “Technology Team of the Year”2025 Black Book Awards:
Ranked #1 EHR in 11 Specialties Florida Venture Forum:
Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started.

Ready to modernize medicine with us?

Job Description

Summary:

The Customer Specialist acts as the post-sale consultative partner and trusted advisor to our clients, and is responsible for the ownership and handling of our Account Management escalation queue in Salesforce CRM. The CSS serves as the primary contact between our clients and internal stakeholders, and is a key member of our Customer Success organization. The CSS will be held accountable for delivering the appropriate solution/deliverables for each case that is sent to the AM queue, while maintaining a positive customer experience.

It is expected that the CSS will understand the customer’s business goals (as appropriate) and advocate on their behalf by collaborating internally to deliver solutions.

Role & Responsibilities:

Manages/owns customer needs that come through the Account Management escalation queue in Salesforce Maintain an understanding of client industry, MMI suite of products, and role in the market

Work collaboratively with other teams and departments across the organization to improve processes and mitigate customer risk Identify and facilitate upsell opportunities with customers as appropriate

Serve as escalation point for issues that impact the customer’s success

Advocate customer needs/issues cross departmentally

Maintain regular communication (written and verbal) with customer escalations that you are owning

Monitor and record all client communication in Salesforce Suggest practical services offered by MMI to create a more efficient and autonomous office flow Potential of owning your own small book of business

Skills & Requirements:

Bachelor's Degree - preferred1-2 years of relevant experience or equivalent combination of experience and education

Excellent communication and interpersonal skills, with the ability to navigate and mediate conflict

Detailed-oriented and organized

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 person’s point of view Working knowledge of Salesforce and Gainsight is a plus Ability to multi-task and shift focus/priorities on-the-fly in a fast paced environment

People skills - you must be comfortable on the phone and able to engage in/control difficult discussions while maintaining professional composure

Motivated - we are a growing and ever-changing organization that is transforming how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomes

ModMed 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:

United States Comprehensive medical, dental, and vision benefits, including a company…