Senior Manager, Customer Success

About the Role

As the Senior Manager of Customer Success, you will lead a team of Customer Success Managers (CSMs) focused on driving adoption, mitigating risk, and identifying upsell opportunities while delivering a world-class customer experience. Your team will manage the renewal lifecycle, including price uplift strategies, contract buyout retention, and other customer contract activities. You will partner with leadership to execute strategic plans and objectives that align with KPIs for our EMA verticals, evolving processes to support high growth and scalability while mentoring a team that embodies ModMed’s core values.

Responsibilities

• Design and execute strategies to optimize the customer success journey for scale and support of our long-tail customer base.
• Drive outcomes aimed at reducing churn, increasing revenue, and optimizing the customer experience.
• Collaborate with cross-functional teams to improve processes and procedures.
• Manage KPIs, milestones, and long-term goals aligned with company objectives for revenue, growth, and retention.
• Accurately forecast at-risk customers and implement mitigation strategies.
• Mentor and coach team members to achieve daily success, career development goals, and reduce time to proficiency.
• Work with operational teams to plan, staff, and budget resources for the Customer Success team.
• Inspire a customer-centric culture across ModMed.
• Represent customer needs and optimize the customer journey through collaboration with internal teams.
• Identify and mitigate risks while ensuring customer satisfaction.

Requirements

• 3-5 years of experience leading a Customer Success team at a B2B SaaS company or equivalent combination of experience and education.
• Understanding of SaaS and value drivers in recurring revenue business models.
• Ability to create and enforce a culture of accountability to drive client outcomes.
• Strong empathy for customers with a drive to impact revenue and growth.
• Enthusiastic and creative leadership with the ability to inspire and motivate others.
• Experience modifying and evolving onboarding and training programs to develop staff competencies.
• Excellent written and verbal communication skills; public speaking is a plus.
• Working knowledge of Salesforce, AskNicely, and/or ChurnZero is a plus.
• Motivated to thrive in a growing, ever-changing organization transforming healthcare information.

About ModMed

Founded in 2010 by a practicing physician and a tech entrepreneur, ModMed reimagines the healthcare experience with an AI-enabled, specialty-specific cloud platform built "for doctors, by doctors." Our mission is to increase medical practice success and improve patient outcomes. With a team of 4,500+ passionate problem-solvers across our global headquarters in Boca Raton, Florida, and Hyderabad, India, we are consistently recognized for innovation and employee satisfaction, including:

• Ranked as a Top Place to Work (2025)
• Gold Globee for “Technology Team of the Year” (2025 Globee Business Awards)
• Ranked #1 EHR in 11 Specialties (2025 Black Book Awards)
• Venture-Backed Company of the Year (Florida Venture Forum)

Benefits

ModMed offers a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible employees can enroll in:

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution.
• 401(k) with a matching contribution: 50% of your contribution on up to 6% of compensation. After one year, 100% of the match is vested.
• 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 for engaged and supportive communities.
• Professional development opportunities, including tuition reimbursement and unlimited access to LinkedIn Learning.
• Global presence with 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 at our Boca Raton headquarters.