Customer Success Manager, Strategic

Modernizing Medicine, Inc.; United States; Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision benefits

401(k) with matching contributions

Generous Paid Time Off

Tuition reimbursement opportunities

Dog-friendly HQ

Job summary

Modernizing Medicine, Inc. is seeking a Customer Success Manager in the United States to ensure ongoing customer satisfaction and success. You will manage client relationships, facilitate renewals, and identify improvement areas using data-driven insights.

This role requires strong communication and organizational skills, with a focus on building empathetic relationships. Benefits include comprehensive health plans, 401(k) contributions, and opportunities for professional development in a hybrid work environment.

Qualifications

• 2-3+ years of relevant experience or equivalent combination of experience.
• Foundational knowledge of EMA and RCM.
• Comfortable communicating with practice POCs.

Responsibilities

• Serve as the primary point of contact for assigned customers.
• Manage client renewals and execute discussions.
• Evaluate customer needs to provide personalized recommendations.

Skills

Communication skills

Organizational skills

Empathy

Teamwork

Analytical skills

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

Salesforce

ChurnZero

PowerBI

Qlik

Jira

Gainsight

Job description

Job Description

ModMed seeks a Customer Success Manager to serve as the primary point of contact and trusted advisor for assigned customers, ensuring ongoing success and satisfaction.

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 (1-3 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%.

Benefits

• United States Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution.
• 401(k) with up to 50% matching contribution deferred on up to 6% of compensation, fully vested after one year.
• Generous Paid Time Off and Paid Parental Leave programs.
• Company paid Life and Disability benefits.
• Flexible Spending Account.
• Employee Assistance Programs.
• Company-sponsored Business Resource & Special Interest Groups.
• Professional development opportunities, including tuition reimbursement and unlimited LinkedIn Learning access.
• Global presence with in‑person collaboration opportunities; dog‑friendly HQ in the US; hybrid office‑based roles and remote availability for some roles.
• Weekly catered breakfast and lunch, treadmill workstations, Zen and wellness rooms.