Senior Director, Customer Success
Join the Team Modernizing Medicine
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:
- Consistently ranked as a Top Place to Work
- 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year”
- 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties
- 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?
Job Description Summary:
As the Senior Director of Customer Success, you will lead our Named Customer Success Manager (CSM) team, focusing on high-value clients within the healthcare technology sector. You will continuously evolve our customer engagement strategy and operating model, optimizing connection frequency, strengthening proactive risk management, and elevating Annual Business Review (ABR) content to clearly demonstrate client ROI. You will own Net Retention Rate (NRR) and Gross Retention Rate (GRR) targets, driving commercial discipline across the portfolio. Additionally, you will modernize operations using AI tools, Gainsight platform transformations, and Voice of Customer (VoC) data to scale CSM capacity for high-value growth opportunities. In this role, you will directly manage specialty-specific CSM Managers, fostering a high-performing, high-EQ culture that balances rigorous performance standards with collaborative change management.
Primary Duties & Responsibilities
- Strategic Engagement & Operations: Continuou...
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.
Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis.