Manager, Customer Success – ENT/Ophth

Job Description

Modernizing Medicine is seeking a Manager of Customer Success to enhance the customer journey. This role involves designing strategies to reduce churn, increase revenue, and optimize customer experience. Collaboration across teams is essential to improve processes and procedures. The Manager will oversee KPIs, milestones, and long-term goals, ensuring alignment with company objectives for revenue, growth, and retention. Accurate forecasting of at-risk customers is crucial, along with mentoring team members to achieve success and career goals. Responsibilities include planning, staffing, and budgeting for the Customer Success team, promoting customer-centricity, and partnering to address customer needs. Identifying and mitigating risks to ensure customer satisfaction is a key focus.

Qualifications

1. Bachelor's Degree required. 2. 2-3 years of experience leading a Customer Success team at a SaaS company or equivalent combination of experience and education. 3. Understanding of basic SaaS and value drivers in recurring revenue business models. 4. Create and enforce a culture of accountability to drive client outcomes within customer success. 5. Strong empathy for customers with the drive to impact revenue and growth. 6. Enthusiastic and creative leader with the ability to inspire and motivate others. 7. Modify and evolve onboarding and training programs to develop staff competencies. 8. Excellent communication skills both written and verbal, strong public speaking skills are a plus. 9. Working knowledge of Salesforce and/or Gainsight is a plus. 10. 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.

Benefits

- 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 - 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