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About the role
Key responsibilities & impact- 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
What you’ll need- 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.
- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successSaaSKPI managementforecastingonboardingtraining program developmentrisk mitigationrevenue optimizationgrowth strategieschurn reduction
Soft Skills
empathyleadershipmotivationcommunicationcollaborationcoachinginspirationcreativityaccountabilitycustomer-centricity
Certifications
Bachelor's Degree