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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Customer Success Operations and Enablement, with a strong focus on process optimization, technology strategy, and team leadership in a SaaS environment. Proven ability to drive operational efficiency through innovative solutions and effective governance of tech stacks.
Highest-signal resume keywords
Customer Success Operations LeadershipAI/Automation ImplementationGainsight and Salesforce ExpertisePMP or Agile/Scrum CertificationFinancial Acumen in Budget Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success OperationsWorkflow OptimizationProcess ExcellenceM&A Operational IntegrationPredictive AnalyticsRPA SolutionsProgram GovernancePerformance TelemetryBudget ManagementBusiness Transformation
Soft Skills
Executive PresenceCross-Functional NegotiationMentoring and Team BuildingLeadership EnablementContinuous Improvement
Tools & Technologies
GainsightSalesforceGenesysWalkMeLearning Management System (LMS)AI SolutionsPredictive Analytics ToolsRPA ToolsContact Center Platforms
Certifications & Qualifications
PMPAgile/ScrumLean Six Sigma Black Belt
Industry Keywords
SaaSCustomer SuccessHealthcare ITHealthTechEnterprise Tech
Tech Stack
Tools & technologiesPMPRPASFDC
About the role
Key responsibilities & impact- Lead end-to-end customer operating model redesigns, workflow optimization, service innovation, process excellence, and M&A operational integrations across all Customer Success business units.
- Direct enterprise CS tech stack governance and multi-year roadmap (Gainsight, SFDC, Genesys, WalkMe, LMS); pioneer AI, LLM, agent assist, predictive analytics, and RPA solutions to drive operational efficiency and support deflection.
- Oversee the CS PMO to enforce disciplined program governance, resource coordination, release/product launch delivery, and continuous improvement initiatives across cross-functional projects.
- Direct internal learning & development strategies, new hire onboarding, release & role readiness, leadership enablement, and enterprise change management communications to empower CS teams.
- Partner closely with Product, Engineering, Support, Professional Services, and Marketing leaders to prioritize digital experience (DX) enhancements, align content roadmaps, and support major product launches.
- Establish enterprise-wide operational metrics, business process analytics, and performance telemetry to measure CS efficiency, tool adoption, churn risk reduction, and ROI on technology investments.
- Build, mentor, and scale a high-performing 30+ person CS Shared Services team, leading through four direct reports (Directors/Sr. Managers) and fostering a culture of operational rigor, innovation, and accountability.
Requirements
What you’ll need- Bachelors Degree, Advanced Degree Preferred
- 12+ years of experience in Customer Success Operations, Enablement, Business Transformation, or Technology Strategy in SaaS, with at least 7+ years in a senior leadership role managing managers/directors
- Proven track record leading CS Operations, Enablement, PMO, and Technology teams in a fast-paced SaaS or enterprise tech environment.
- Deep expertise in CS tech stacks (Gainsight, Salesforce, Contact Center platforms, LMS, WalkMe).
- Hands-on experience driving AI/automation, RPA implementation, and workflow optimization.
- Strong financial acumen with experience managing $3M+ operating budgets and software vendors.
- Superior executive presence and cross-functional negotiation skills.
- PMP, Agile/Scrum, or Lean Six Sigma Black Belt certification.
- Expertise in Healthcare IT / HealthTech workflows.
- Proven experience architecting multi-pillar shared services organizations through rapid scale or M&A integration.
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, and 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