Customer Success Manager, Strategic

Join the Team Modernizing Medicine At 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 Excellence When 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 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: Job Description ModMed 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. Your Role: 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 ModMed 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 ChurnZero, Qlik, Salesforce, and PowerBI 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 ModMed’s ancillary products. Foundational understanding of Revenue Cycle Management (RCM) and Boost services. Proficient use of Salesforce, ChurnZero, PowerBI, Qlik, Jira, AskNicely, 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%. ModMed 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 States Comprehensive 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 ([email protected]). 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 .