ModMed

Customer Success Manager

ModMed

full-time

Posted on:

Location Type: Remote

Location: Florida • United States

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About the role

  • Design and execute strategies to optimize the customer success journey
  • Drive outcomes aimed at reducing churn, increasing revenue, and optimizing customer experience
  • Work collaboratively with other teams and departments across the organization to deliver efficiencies in processes and procedures
  • Manage KPIs, milestones, and long-term goals supportive of the overall company objectives for revenue, growth, and retention
  • Ensure that we are accurately forecasting at-risk customers
  • Mentor and coach individual team members to achieve daily success, reach career development goals, and reduce time to proficiency
  • Work with Operational teams to plan, staff, and budget resources for our Customer Success team
  • Inspire customer-centricity across Modernizing Medicine
  • Collaborate and partner throughout the organization to represent customer needs and optimize the customer journey
  • Work with client teams to identify and mitigate risks and ensure 100% customer satisfaction

Requirements

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

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successSaaSKPI managementforecastingonboarding programstraining programsrisk mitigationrevenue optimizationgrowth strategieschurn reduction
Soft Skills
empathyleadershipcommunicationcollaborationmentoringcoachinginspirationcreativitymotivationaccountability
Certifications
Bachelor's Degree