Customer Success Manager, Strategic

ModMed is a healthcare technology company that provides an AI-enabled, specialty-specific cloud platform designed to improve medical practice success and patient outcomes. The Customer Success Manager, Strategic serves as a trusted advisor to assigned customers, managing renewals, escalations, lifecycle milestones, adoption, business reviews, and opportunities to improve workflows and expand solution usage.

Responsibilities:

• 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

Requirements:

• Bachelor's Degree, required
• 2-3+ years of relevant experience or equivalent combination of experience
• Foundational knowledge of EMA (1 to 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%
• Master's Degree