Senior Manager, Customer Success

Enboarder; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) with 50% match

Generous PTO & Parental Leave

Life and Disability insurance

Flexible Spending Account (FSA)

Employee Assistance Program

LinkedIn Learning access

Hybrid/Remote options

Dog-friendly HQ

Job summary

ModMed is seeking a Senior Manager of Customer Success to lead a team of Customer Success Managers focused on adoption, mitigating risk, and identifying upsell opportunities while delivering a world‑class customer experience.

The role owns renewal strategies and contract retention, partners to scale processes for growth, mentors staff, forecasts at‑risk accounts, and champions customer‑centric outcomes across the company.

Qualifications

• 3–5 years leading a Customer Success team at a B2B SaaS company or equivalent.
• Understanding of SaaS and value drivers in recurring revenue models.
• Create and enforce a culture of accountability to drive client outcomes.
• Strong empathy for customers with drive to impact revenue and growth.
• Motivated, creative leader able to inspire others.
• Onboarding/training program development to elevate staff skills.
• Excellent written/verbal communication; public speaking a plus.
• Experience with Salesforce, AskNicely, or ChurnZero a plus.
• Driven to transform healthcare information to improve outcomes.

Responsibilities

• Design and execute strategies to optimize the customer success journey at scale.
• Reduce churn, increase revenue, and improve the customer experience.
• Collaborate with other teams to improve processes and procedures.
• Manage KPIs, milestones, and long-term goals for revenue and retention.
• Forecast at-risk customers accurately.
• Mentor and coach team members for career growth.
• Plan staffing and budgets for the CS team.
• Inspire customer-centricity across ModMed.
• Represent customer needs to optimize the journey.
• Work with client teams to mitigate risks and ensure satisfaction.

Skills

CS leadership

SaaS knowledge

People leadership

Communication skills

Salesforce familiarity

Churn management

Onboarding training

Tools

Salesforce

AskNicely

ChurnZero

Job description

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:

The Senior Manager of Customer Success is responsible for a team of Customer Success Managers (CSMs) who are focused on driving adoption, mitigating risk, and identifying upsell opportunities while providing a world-class customer experience. The team is responsible for the renewal lifecycle (including price uplift strategies), contract buyout retention, and other miscellaneous customer contract activities. The Senior Manager of Customer Success will partner with leadership to execute strategic plans and objectives that deliver against specific KPIs for the customers of our EMA verticals. This role will focus on evolving current processes to support high growth and continue to scale while leading and developing a team that embraces ModMed’s core values.

Your Role:

• Design and execute strategies to optimize the customer success journey, for scale and support of our long tail customer base.

• Drive outcomes aimed at reducing churn, increasing revenue, and optimizing the customer experience.

• Work collaboratively with other teams and departments across the organization to deliver efficiencies in processes and procedures.

• Manage KPIs, milestones, and long-term goals supportive of the overall company objectives for revenue, growth, and retention.

• Ensure that we are accurately forecasting at-risk customers.

• Mentor and coach individual team members to achieve daily success, reach career development goals, and reduce time to proficiency.

• Work with Operational teams to plan, staff, and budget resources for our Customer Success team.

• Inspire customer-centricity across ModMed.

• Collaborate and partner throughout the organization to represent customer needs and optimize the customer journey.

• Work with client teams to identify and mitigate risks and ensure customer satisfaction.

Skills & Requirements:

• 3-5 years of experience leading a Customer Success team at a B2B SaaS company or equivalent combination of experience and education.

• Understanding of basic SaaS and value drivers in recurring revenue business models.

• Create and enforce a culture of accountability to drive client outcomes within customer success.

• Strong empathy for customers with the drive to impact revenue and growth.

• An enthusiastic and creative leader with the ability to inspire and motivate others.

• Modify and evolve onboarding and training programs to develop staff competencies.

• Excellent communication skills, both written and verbal, and strong public speaking skills are a plus.

• Working knowledge of Salesforce, AskNicely, and/or ChurnZero is a plus.

• 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 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.