Director, Customer Success

We are united in our mission to make a positive impact on healthcare. Join Us 

• South Florida Business Journal, Best Places to Work 2024
• Inc. 5000 Fastest-Growing Private Companies in America 2024
• 2024 Black Book Awards, ranked #1 EHR in 11 Specialties
• 2024 Spring Digital Health Awards, "Web-based Digital Health" category for EMA Health Records (Gold)
• 2024 Stevie American Business Award (Silver), New Product and Service: Health Technology Solution (Klara)

Who we are:

We Are Modernizing Medicine (WAMM) We're a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started ModMed's global headquarters is based in Boca Raton, FL, with a growing office in Hyderabad, India, and a robust remote workforce across the US, Chile, and Germany.

ModMed is hiring a Director, Customer Success who will accelerate the growth of the India Customer Success team and focus on managing, guiding, and growing teams across Support, Customer Success, Professional Services, Client Education, and CS Operations.
This is an exciting opportunity to join the ModMed Customer Success leadership team and help integrate the India team in terms of operations, strategy, metrics, culture, customer satisfaction, employee motivation, and well-being within a fast-paced Healthcare IT company that is truly modernizing medicine.
 
Your Role:

• Lead, hire, develop, and scale a growing team across Support, Customer Success, Professional Services, Client Education, and CS Operations.
• Build a culture of accountability, collaboration, learning, and high performance.
• Develop future leaders, drive talent planning and succession readiness.
• Drive customer satisfaction, NPS, onboarding quality, adoption, and retention outcomes.
• Monitor and govern CS KPIs, customer health metrics, and performance dashboards.
• Guide proactive risk mitigation and escalation management.
• Partner with US CS leadership to define and execute strategy, org design, talent planning, and resource forecasting.
• Ensure full alignment with global CS processes, SOPs, and service delivery frameworks.
• Represent India CS in global leadership forums and cross-functional initiatives.
• Lead annual planning, budgeting, and organizational capacity modeling.
• Establish and improve operational rhythms, workflows, and quality standards.
• Champion process improvement, system adoption, and productivity initiatives.
• Influence and collaborate closely with Product, Engineering, Sales, and Revenue Operations.
• Strengthen customer advocacy and bring insights to product and business decisions.
• Maintain executive-level communication with global leaders and client stakeholders.

Skills & Requirements:

• Bachelor's degree
• 5–10+ years experience in enterprise B2B SaaS leadership (Customer Success, Support, or Professional Services).
• Proven success scaling and leading high-growth teams.
• Strong operational depth- KPIs, dashboards, forecasting, process maturity.
• Executive communication skills; ability to influence senior stakeholders.
• Hands-on mindset: zooms out to strategy, zooms in to execution.
• Demonstrated coaching, feedback culture, and team-building capabilities.
• Healthcare technology experience.
• Experience scaling India-based teams within a global SaaS environment.
• Change-management / transformation leadership experience.
• Strong understanding of CS tech stack and data/metrics systems.

ModMed Benefits Highlight:  At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:

India

• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk,
• Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees,
• Allowances: Annual wellness allowance to support your well-being and productivity,
• Earned, casual, and sick leaves to maintain a healthy work-life balance,
• Bereavement leave for difficult times and extended medical leave options,
• Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave,
• Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind.

United States

• Comprehensive medical, dental, and vision benefits
• 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.

PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address ). Please check senders' email addresses carefully.  Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.

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