[Remote] Customer Success Manager, Strategic

Note: The job is a remote job and is open to candidates in USA. ModMed is a healthcare technology company focused on improving the healthcare experience through innovative software solutions. They are seeking a Customer Success Manager to serve as a trusted advisor for assigned customers, ensuring their ongoing success and satisfaction while managing client renewals and identifying upsell opportunities.ResponsibilitiesServe as the primary point of contact and trusted advisor for assigned customers, ensuring ongoing success and satisfactionStrategically manage and execute client renewals, including annual uplift discussionsEvaluate customer needs and activities to provide personalized recommendations and consultative supportEscalate and manage issues that impact customer experience, adoption, and successProactively identify areas where ModMed solutions can address inefficiencies or improve workflowsLead and facilitate Quarterly and Annual Business Reviews (QBRs, ABRs), progress reports, and data-driven performance updatesCommunicate effectively and consistently with internal teams and external stakeholders to ensure alignment and timely resolution of issuesTake 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 resultsCreate and update internal SOPs as needed to promote knowledge sharing and continuous improvementSkillsBachelor's Degree, required2-3+ years of relevant experience or equivalent combination of experienceFoundational knowledge of EMA (1 to 3 specialties), PM, and ModMed's ancillary productsFoundational understanding of Revenue Cycle Management (RCM) and Boost servicesProficient use of Salesforce, ChurnZero, PowerBI, Qlik, Jira, AskNicely, and GainsightConversational knowledge of EMA to EMA (E2E) and EHR to EMA data conversions, including project durationUnderstanding of the full client lifecycle and success metricsComfortable communicating with a range of practice POCsEmpathetic and approachable relationship builderExcellent communication, presentation and teamwork skillsOrganized, adaptable, and self-motivatedResults-oriented with a clear focus on KPIs and value-based sellingTravel required up to 10%Master's Degree, preferredBenefitsComprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution401(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 programsCompany paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance ProgramsCompany-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMedProfessional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn LearningGlobal presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some rolesWeekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquartersCompany OverviewSpecialty-specific healthcare SaaS solutions including AI-Powered EHRs, Practice Management, Analytics, RCM, Patient Engagement, Payments It was founded in 2010, and is headquartered in Boca Raton, Florida, USA, with a workforce of 1001-5000 employees. Its website is https://www.modmed.com.