Senior Manager, Customer Success — Drive Adoption & Growth

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

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.