Customer Success Manager, Strategic at Modernizing Medicine

Boca Raton, Florida, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, HealthTechIndustries

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 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%

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

Skills

Key technologies and capabilities for this role

Customer Success ManagementSaaS PlatformsHealthcare ITEHR SystemsAccount ManagementCustomer EngagementAdoption StrategiesUpsellingEscalation ManagementRisk AssessmentTrusted AdvisorLifecycle Management

Questions & Answers

Common questions about this position

What is the work location or remote policy for this Customer Success Manager role?

ModMed has a robust remote workforce across the US, Chile, and Germany, in addition to offices in Boca Raton, FL and Hyderabad, India. The job description does not specify if this role is remote or requires office presence.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What key skills or tools are required for the Customer Success Manager role?

The role requires strong consultative and communication skills, ability to leverage data from tools like ChurnZero, Qlik, Salesforce, and PowerBI, and experience managing customer success processes such as renewals, QBRs/ABRs, and escalations.

What is the company culture like at Modernizing Medicine?

The company culture is positive, passionate, and high-performing, with a team of bright, passionate, and positive problem-solvers united in a mission to modernize healthcare and place doctors and patients at the center of care.

What makes a strong candidate for this Customer Success Manager position?

A strong candidate is driven, acts as a trusted advisor, excels at proactively identifying opportunities and risks, manages escalations effectively, and has experience with data tools and customer success processes in a fast-paced environment.

Modernizing Medicine

Specialty-specific electronic health record systems

About Modernizing Medicine

Modernizing Medicine provides specialty-specific Electronic Health Records (EHR) systems designed to improve the workflow of healthcare providers. Their main products, EMA and gGastro EHR, help users manage patient information and administrative tasks more efficiently, allowing them to concentrate on patient care. These systems adapt to the specific practices of each user, enhancing their effectiveness. Unlike many competitors, Modernizing Medicine focuses on tailored solutions for various medical specialties, which sets them apart in the healthcare technology market. The company's goal is to streamline healthcare delivery and improve patient outcomes by providing tools that simplify administrative processes.

Boca Raton, FloridaHeadquarters

2010Year Founded

$360.6MTotal Funding

LATE_VCCompany Stage

Biotechnology, HealthcareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

Parental Leave

401(k) Retirement Plan

401(k) Company Match

Professional Development Budget

Conference Attendance Budget

Hybrid Work Options

Remote Work Options

Wellness Program

Risks

Potential sale by Warburg Pincus could lead to strategic shifts misaligned with current goals.

Resistance to AI technologies may slow implementation and affect user satisfaction.

Dependency on Medtronic's technology poses risks if partnership faces challenges or strategic changes.

Differentiation

ModMed offers specialty-specific EHR systems, enhancing workflow efficiency for healthcare providers.

Their EHR systems, EMA and gGastro, adapt to user practices, increasing adaptability.

ModMed integrates AI technologies, like Medtronic's GI Genius, to improve procedural accuracy.

Upsides

ModMed consistently ranks #1 in G2's 2024 Grid Reports for EHR and RCM software.

Collaboration with Brevium enhances patient re-engagement, boosting retention in gastroenterology practices.

Appointment of Dan Costantino as CISO strengthens cybersecurity, crucial for healthcare data protection.

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