Modernizing Medicine, Inc. is hiring a Customer Success Manager - Orthopedics to act as the trusted advisor for our customers. You will proactively identify opportunities, manage escalations, and execute key lifecycle milestones to articulate the value of our SaaS cloud platform while driving customer engagement and adoption.
What You'll Do
- Serve as the primary point of contact and trusted advisor for assigned customers, ensuring ongoing success and satisfaction.
- Strategically manage and execute client renewals, including annual uplift discussions.
- Evaluate customer needs and activities to provide personalized recommendations and consultative support.
- Escalate and manage issues that impact customer experience, adoption, and success.
- Proactively identify areas where ModMed solutions can address inefficiencies or improve workflows.
- Lead and facilitate Quarterly and Annual Business Reviews (QBRs, ABRs), progress reports, and data-driven performance updates.
- Communicate effectively and consistently with internal teams and external stakeholders to ensure alignment and timely resolution of issues.
- Take 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 results.
- Create and update internal SOPs as needed to promote knowledge sharing and continuous improvement.
What We're Looking For
- Bachelor's Degree.
- 2-3+ years of relevant experience or equivalent combination of experience.
- Foundational knowledge of EMA (1 to 3 specialties), PM, and ModMed’s ancillary products.
- Foundational understanding of Revenue Cycle Management (RCM) and Boost services.
- Proficient use of Salesforce, ChurnZero, PowerBI, Qlik, Jira, AskNicely, and Gainsight.
- Conversational knowledge of EMA to EMA (E2E) and EHR to EMA data conversions, including project duration.
- Understanding of the full client lifecycle and success metrics.
- Comfortable communicating with a range of practice POCs.
- Empathetic and approachable relationship builder.
- Excellent communication, presentation and teamwork skills.
- Organized, adaptable, and self-motivated.
- Results-oriented with a clear focus on KPIs and value-based selling.
- Travel required up to 10%.
Nice to Have
- Master’s Degree.
Technical Stack
- Salesforce
- ChurnZero
- PowerBI
- Qlik
- Jira
- AskNicely
- Gainsight
Team & Environment
You will join the Strategic Customer Success team for Orthopedics at Modernizing Medicine.
Benefits & Compensation
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution.
- 401(k) with company matching contribution of 50% on up to 6% of compensation, fully vested after one year.
- 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.
- Professional development opportunities, including tuition reimbursement and unlimited LinkedIn Learning access.
- 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 headquarters.
Work Mode
This is a hybrid role based out of our Boca Raton, Florida (HQ) or Hyderabad, India locations.
Modernizing Medicine, Inc. is an equal opportunity employer.
