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Location listed: Remote, US. Remote does not always mean you can work from every country; check the employer posting for restrictions.
Salary
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Join the Team the company
At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.
A Culture of Excellence
When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes:
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Consistently ranked as a Top Place to Work
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2025 Globee Business Awards: Gold Globee for “Technology Team of the Year”
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2025 Black Book Awards: Ranked #1 EHR in 11 Specialties
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Florida Venture Forum: Venture-Backed Company of the Year
We are growing fast, thinking big, and we are just getting started.
Ready to modernize medicine with us?
ModMed is hiring a driven Senior Customer Success Manager to act as the post-sale consultative partner and trusted advisor to our clients, and is responsible for the retention, expansion, and advocacy of an assigned book of business. This is an exciting opportunity to serve as the primary relationship owner between our larger, more complex strategic clients and internal stakeholders, and is a key member of our Customer Success organization within a fast-paced Healthcare IT company that is truly the company! The Senior CSM The Senior CSM will be held accountable for articulating the value of our SaaS cloud platform, while driving customer engagement and adoption. It is expected that the Senior CSM will understand their customer’s business goals and advocate on their behalf by proactively identifying risk(s) and collaborating internally to deliver solutions.
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Maintain a deep knowledge of client industry, product, and role in the market
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Consult with the client to provide product recommendations, assist with go-live stabilization and training to ensure client experience is seamless and consistent
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Engage with client to ensure product or service is functioning as intended and adding expected value
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Track success through metrics such as client engagement scores, measures of churn, etc
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Identify and grow upsell opportunities within the Senior CSM’s Book of Business
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Serve as an escalation point for issues that impact the customer’s success
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Advocate for customer needs/issues cross-departmentally
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Maintain regular communication (written and verbal) with the Senior CSM’s Book of Business regarding daily operations and adoption of the platform
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Monitor and record all client communication in Gainsight/Salesforce
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Leverage our customer success platform, Gainsight, to organize daily and weekly focus
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Suggest practical services offered by MMI to create a more efficient and autonomous office flow
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Reach out proactively with solutions for problems/red flags the client may not even be aware of yet
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Assume ownership as Vertical Lead and run respective internal customer health review meetings with vertical stakeholders (GM, Sales, CS Management)
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Support the Associate Customer Success Managers and Customer Success Managers with problem-solving certain customer escalations
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Bachelor's Degree, required
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Requires four to five years of relevant experience or equivalent combination of experience and education
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Excellent communication; teamwork; detailed-orientation; organization
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People skills – this individual must be comfortable on the phone and able to engage in/control difficult discussions with senior level, and sometimes C-Level management, while maintaining professional composure and confidence
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Motivated - we are transforming how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomes
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Ability to work independently as well as part of the customer success team
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Professional, patient and balanced approach to handling tasks of varying priority and stress
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