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: Continuously evolve the customer engagement strategy and operating model to optimize contact frequency, enhance proactive risk management, and elevate Annual Business Review (ABR) content to showcase undeniable ROI.

• High-EQ People Leadership: Directly manage, mentor, and develop specialty-specific CSM Managers, utilizing collaborative operational design and proactive coaching to drive top-tier performance without causing burnout.

• Commercial & Portfolio Ownership: Take full ownership of NRR and GRR targets, translating customer adoption signals, Net Promoter Scores (NPS), and Customer Success Qualified Leads (CSQLs) into actionable strategies for renewal, retention, and wallet-share expansion.

• Technology & Workflow Modernization: Spearhead Customer Success platform transformations (e.g., Gainsight), integrate AI and VoC data into scalable workflows, and deploy Support Coordinators to offload tactical tasks, freeing up strategic CSM capacity.

• Cross-Functional Alignment & Executive Presence: Partner closely with General Managers, Sales, Product, and Services leadership to align cross-functional goals. Act as the executive sponsor for strategic accounts and build trusted advisor relationships at the C-level.

• Voice of the Customer (VoC) & Strategic Initiatives: Champion internal customer feedback to influence product roadmaps, optimize client health metrics, and direct the planning of multi-specialty Customer Advisory Board (CAB) meetings.

Requirements & Qualifications

• Bachelor's Degree required.

• 12+ years of progressive experience in Customer Success or Account Management within the SaaS industry.

• 8+ years of experience leading multi-tiered organizations, specifically directly managing other people managers.

• Commercial Track Record: Proven success in owning NRR/GRR metrics, driving retention, and converting customer adoption signals into portfolio growth.

• Technology Modernization: Direct, hands-on experience leveraging CS platforms (such as Gainsight), CRM tools, and analytics/VoC data to build and scale efficient workflows.

• Leadership Style: A high-EQ leader with a demonstrated ability to drive operational change, set rigorous performance standards, and develop high-performing teams while maintaining a healthy, burnout-free culture.

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:

United States

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
• 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 ([email protected]). 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.