Senior Customer Success Manager

ModMed

. Act as the post-sale consultative partner and trusted advisor to clients .

Posted 10/8/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer relationship management, focusing on retention, expansion, and advocacy for strategic clients. Proficient in utilizing Gainsight and Salesforce to track client engagement and deliver tailored solutions that align with customer business goals.

Highest-signal resume keywords

Customer Relationship ManagementGainsightSalesforceConflict ResolutionConsultative Approach

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer EngagementUpsell OpportunitiesProduct RecommendationsGo-Live StabilizationClient Communication Tracking

Soft Skills

Excellent CommunicationTeamworkDetailed OrientationProblem-SolvingEmpathetic Communication

Tools & Technologies

GainsightSalesforce

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

SaaSCustomer SuccessClient AdvocacyRetentionCustomer Health Review

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Act as the post-sale consultative partner and trusted advisor to clients
Own retention, expansion, and advocacy for an assigned book of business
Serve as the primary relationship owner for larger, complex strategic clients
Articulate the value of ModMed's SaaS cloud platform and drive customer engagement and adoption
Understand customer business goals, proactively identify risks, and collaborate internally on solutions
Maintain deep knowledge of the client industry, product, and market role
Consult with clients on product recommendations, go-live stabilization, and training
Ensure products and services function as intended and deliver expected value
Track success using client engagement scores, churn measures, and related metrics
Identify and grow upsell opportunities
Serve as an escalation point for customer-impacting issues
Advocate for customer needs across departments
Maintain regular written and verbal communication with the assigned book of business
Monitor and record client communication in Gainsight and Salesforce
Use Gainsight to organize daily and weekly priorities
Suggest practical ModMed services to improve office efficiency and autonomy
Proactively provide solutions for problems and risks
Assume ownership as Vertical Lead and run internal customer health review meetings with vertical stakeholders
Support Associate Customer Success Managers and Customer Success Managers with customer escalations

Requirements

What you’ll need

Bachelor's Degree, required
Four to five years of relevant experience or equivalent combination of experience and education
Excellent communication, teamwork, detailed orientation, and organization
Comfortable engaging in and controlling difficult discussions with senior-level and C-level management
Ability to work independently and as part of the customer success team
Professional, patient, and balanced approach to tasks with varying priority and stress levels
Conflict resolution and problem-solving skills
Ability to take initiative with little direction
Empathetic communication and consultative approach
Ability to multitask and shift focus and priorities in a fast-paced environment
Working knowledge of Salesforce and/or Gainsight is a plus

Benefits

Comp & perks

Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
401(k) matching contribution of 50% of employee contributions deferred on up to 6% of compensation; matching contributions fully vested after one year
Generous Paid Time Off
Paid Parental Leave programs
Company-paid Life and Disability benefits
Flexible Spending Account
Employee Assistance Programs
Company-sponsored Business Resource & Special Interest Groups
Professional development opportunities
Tuition reimbursement programs
Unlimited access to LinkedIn Learning
In-person collaboration opportunities
Dog-friendly US headquarters
Weekly catered breakfast and lunch
Treadmill workstations
Zen and wellness rooms
Remote availability for some roles