Senior Customer Success Manager

ModMed is hiring a driven Senior Customer Success Manager to act as the post-sale consultative partner and trusted advisor to our clients, and is responsible for the retention, expansion, and advocacy of an assigned book of business. This is an exciting opportunity to serve as the primary relationship owner between our larger, more complex strategic clients and internal stakeholders, and is a key member of our Customer Success organization within a fast-paced Healthcare IT company that is truly Modernizing Medicine! The Senior CSM The Senior CSM will be held accountable for articulating the value of our SaaS cloud platform, while driving customer engagement and adoption. It is expected that the Senior CSM will understand their customer’s business goals and advocate on their behalf by proactively identifying risk(s) and collaborating internally to deliver solutions.

Your Role:

• Maintain a deep knowledge of client industry, product, and role in the market

• Consult with the client to provide product recommendations, assist with go-live stabilization and training to ensure client experience is seamless and consistent

• Engage with client to ensure product or service is functioning as intended and adding expected value

• Track success through metrics such as client engagement scores, measures of churn, etc

• Identify and grow upsell opportunities within the Senior CSM’s Book of Business

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

• Advocate for customer needs/issues cross-departmentally

• Maintain regular communication (written and verbal) with the Senior CSM’s Book of Business regarding daily operations and adoption of the platform

• Monitor and record all client communication in Gainsight/Salesforce

• Leverage our customer success platform, Gainsight, to organize daily and weekly focus

• Suggest practical services offered by MMI to create a more efficient and autonomous office flow

• Reach out proactively with solutions for problems/red flags the client may not even be aware of yet

• Assume ownership as Vertical Lead and run respective internal customer health review meetings with vertical stakeholders (GM, Sales, CS Management)

• Support the Associate Customer Success Managers and Customer Success Managers with problem-solving certain customer escalations

Skills & Requirements:

• Bachelor's Degree, required

• Requires four to five years of relevant experience or equivalent combination of experience and education

• Excellent communication; teamwork; detailed-orientation; organization

• People skills – this individual must be comfortable on the phone and able to engage in/control difficult discussions with senior level, and sometimes C-Level management, while maintaining professional composure and confidence

• Motivated - we are transforming how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomes

• 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 other another’s point of view

• Working knowledge of Salesforce and/or Gainsight is a plus

• Ability to multi-task and shift focus/priorities on-the-fly in a fast-paced environment