Customer Success Manager, Strategic

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%.