ModMed

Lead strategic vision and digital transformation of Customer Success Shared Services, overseeing technology governance, AI adoption, PMO operations, and enablement. | 12+ years in Customer Success Operations or Technology Strategy in SaaS, 7+ years senior leadership, bachelor's degree, expertise in CS tech stacks, AI, and Healthcare IT workflows. | 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: The Senior Director, CS Enablement & Strategy is responsible for defining and driving the strategic vision, operational execution, and digital transformation of ModMed’s Customer Success Shared Services organization. This leader oversees four core functional pillars: CS Transformation & Operating Model Design, CS Technology & AI/Automation, Internal Enablement & Workforce Readiness, and the CS PMO. In this role, the Senior Director will architect scalable customer operating models, govern enterprise CS technology platforms (e.g., Gainsight, SFDC, Genesys, WalkMe, LMS), and drive AI/automation adoption across the entire customer lifecycle. Additionally, the Senior Director leads through influence across executive partners in Product, Support, Professional Services, Sales, and Marketing to align digital experience (DX) requirements, accelerate product launch delivery, and ensure total organizational readiness. Primary Duties & Responsibilities: Operating Model Transformation & Service Innovation: Lead end-to-end customer operating model redesigns, workflow optimization, service innovation, process excellence, and M&A operational integrations across all Customer Success business units. Technology Stack & AI Strategy: Direct enterprise CS tech stack governance and multi-year roadmap (Gainsight, SFDC, Genesys, WalkMe, LMS); pioneer AI, LLM, agent assist, predictive analytics, and RPA solutions to drive operational efficiency and support deflection. PMO Governance & Program Delivery: Oversee the CS PMO to enforce disciplined program governance, resource coordination, release/product launch delivery, and continuous improvement initiatives across cross-functional projects. Internal Enablement & Workforce Readiness: Direct internal learning & development strategies, new hire onboarding, release & role readiness, leadership enablement, and enterprise change management communications to empower CS teams. Cross-Functional Executive Leadership: Partner closely with Product, Engineering, Support, Professional Services, and Marketing leaders to prioritize digital experience (DX) enhancements, align content roadmaps, and support major product launches. Data-Driven Performance & Telemetry: Establish enterprise-wide operational metrics, business process analytics, and performance telemetry to measure CS efficiency, tool adoption, churn risk reduction, and ROI on technology investments. Team Leadership & Scale: Build, mentor, and scale a high-performing 30+ person CS Shared Services team, leading through four direct reports (Directors/Sr. Managers) and fostering a culture of operational rigor, innovation, and accountability. Requirements & Qualifications: Bachelors Degree, Advanced Degree Preferred 12+ years of experience in Customer Success Operations, Enablement, Business Transformation, or Technology Strategy in SaaS, with at least 7+ years in a senior leadership role managing managers/directors Proven track record leading CS Operations, Enablement, PMO, and Technology teams in a fast-paced SaaS or enterprise tech environment. Deep expertise in CS tech stacks (Gainsight, Salesforce, Contact Center platforms, LMS, WalkMe). Hands-on experience driving AI/automation, RPA implementation, and workflow optimization. Strong financial acumen with experience managing $3M+ operating budgets and software vendors. Superior executive presence and cross-functional negotiation skills. PMP, Agile/Scrum, or Lean Six Sigma Black Belt certification. Expertise in Healthcare IT / HealthTech workflows. Proven experience architecting multi-pillar shared services organizations through rapid scale or M&A integration. 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 (first.lastname@modmed.com). 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.

Lead strategic vision and operational delivery of client enablement, training, and digital adoption frameworks using AI-first approach. | 15+ years in enterprise client enablement or professional services in SaaS, bachelor's degree required, MBA preferred, 7+ years senior executive leadership. | 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: The Vice President, Client Enablement & Digital Success holds ultimate strategic and operational accountability for the overarching vision, delivery, and optimization of our enterprise client-facing training, content development, knowledge management and digital adoption frameworks. Leveraging an AI-first approach, this leader will drive the continuous generation, curation, and optimization of intelligent content to ensure learning assets are dynamically tailored to evolving client needs. This dynamic executive is responsible for architecting the global approach toward training, modern adult learning principles, instructional design, and technology activation during critical client implementation and expansion phases. Supervised by this role are LMS administration, content repositories, and both virtual and on-site training delivery models. As an impactful leader at the forefront of technology, this VP will champion the digital transformation of the client lifecycle. By identifying "moments that matter," this role will scale self-service mechanisms, eliminate friction, and unlock, accelerate, and secure critical company revenue streams. Primary Duties & Responsibilities: Executive Leadership & Strategic Vision - Formulate and execute the strategy for AI-powered client enablement, training, and digital success in strict alignment with corporate growth objectives. Define, price, package, and continuously evolve a sophisticated portfolio of service offerings that accelerate onboarding, maximize product adoption, and drive long-term client valuation. Dynamic People Leadership & Culture Architecture - Inspire, transform, and direct a massive, high-performing organization spanning Customer Education, Training Services, and Client Enablement. Serve as a visionary leader on the forefront of technology to foster a collaborative culture, establish elite operating standards, implement executive coaching, and build robust talent pipelines and succession plans across a 200+ person org. Digital Adoption & Journey Transformation - Drive the digital transformation of the client journey by engineering automated, data-driven, and personalized in-application learning paths. Leverage advanced analytics to pinpoint high-friction client "moments that matter," proactively mitigating churn and driving self-service scalability. Enterprise Training & Content Delivery Strategy - Set the gold standard for global virtual and on-site training delivery models. Direct the design principles for all knowledge and content development, ensuring cutting-edge adult learning theories are seamlessly integrated into the curriculum to deliver measurable educational outcomes. LMS Architecture & Tech Stack Optimization - Oversee the governance, optimization, and scaling of the enterprise Learning Management System (LMS) and centralized digital knowledge bases. Utilize robust behavioral analytics to evaluate content efficacy, guide technical upgrades, and optimize asset utilization. Cross-Functional Alliance & GTM Integration - Forge powerful partnerships with Marketing, Product, Sales, and Customer Success to ensure enablement strategies seamlessly fuel the go-to-market engine. Systematically translate client feedback and training friction points into strategic product requirements to directly influence the engineering roadmap. Requirements & Qualifications: Bachelors Degree Required, MBA or Advanced Degree Preferred 15+ years of progressive experience in enterprise client enablement, training delivery, or professional services within high-growth SaaS environments 7+ years in an executive or senior leadership capacity (VP, Senior Director) managing multi-layered teams. Mastery of modern adult learning principles and digital instructional design architectures. Proven excellence as a dynamic, inspirational people leader with deep expertise in coaching managers of managers. Demonstrated success leading comprehensive digital transformations and implementing scale-oriented LMS/DAP ecosystems. 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 (first.lastname@modmed.com). 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.

Serve as primary customer contact to drive engagement, adoption, and satisfaction of SaaS platform while managing escalations and lifecycle milestones. | Bachelor's degree with 2-3+ years experience, preferably Master's, knowledge of Revenue Cycle Management and tools like Salesforce. | 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: ModMed is hiring a driven Customer Success Manager to join our positive, passionate, and high-performing Customer Success team, focused on being the trusted advisor by proactively identifying opportunities, managing escalations, and executing key lifecycle milestones. This is an exciting opportunity to understand customers’ business goals and advocate on their behalf by proactively identifying risk(s) and collaborating internally to deliver solutions and identify appropriate upsell opportunities within a fast-paced Healthcare IT company that is truly Modernizing Medicine! The CSM will be held accountable for articulating the value of our SaaS cloud platform while driving customer engagement and adoption. Your Role: Serve as the primary point of contact and trusted advisor for assigned customers, ensuring ongoing success and satisfaction. Evaluate customer needs and activities to provide personalized recommendations and consultative support. Escalate and manage issues that impact customer experience, adoption, and success. Proactively identify areas where ModMed solutions can address inefficiencies or improve workflow,s. Communicate effectively and consistently with internal teams and external stakeholders to ensure alignment and timely resolution of issues. Take ownership of customer success processes, including milestone execution and SOP adherence (e.g., EMA to EMA conversions, DDFE, license swaps). Leverage data and insights from ChurnZero, Qlik, Salesforce, and PowerBI to inform strategy and drive results. Create and update internal SOPs as needed to promote knowledge sharing and continuous improvement. Skills & Requirements: Bachelor's Degree, required. Master’s Degree, preferred. 2-3+ years of relevant experience or equivalent combination of experience. Foundational understanding of Revenue Cycle Management (RCM) and Boost services. Familiarity with the use of Salesforce, ChurnZero, PowerBI, Qlik, Jira, and Gainsight. Understanding of the full client lifecycle and success metrics. Comfortable communicating with a range of practice POCs. Empathetic and approachable relationship builder. Excellent communication, presentation and teamwork skills. Organized, adaptable, and self-motivated. Results-oriented with a clear focus on KPIs and value-based selling. 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 (first.lastname@modmed.com). 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. It takes more than just a great product to modernize medicine. It takes a great team. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. The work we do makes a difference. Our web and mobile applications are transforming healthcare information technology to increase practice efficiency and improve patient outcomes. Our innovative and collaborative culture fuels our growth and creates rewarding and empowering experiences for our team.

Design and evolve reporting frameworks and analytical models to guide Customer Success leadership decision-making. | Bachelor's degree and 5+ years experience in Customer Success business operations analyst role with proficiency in Salesforce and advanced spreadsheet tools. | 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: The Sr. Business Operations Analyst serves as a senior individual contributor within the Customer Success Reporting and Analytics function. This role is responsible for defining reporting frameworks, designing analytical approaches, and delivering strategic insights that guide Customer Success leadership decision-making. The Sr. Analyst partners closely with leadership and cross-functional stakeholders to identify trends, define operational metrics, and ensure reporting infrastructure supports organizational growth and operational efficiency. Strategic Analytics & Reporting Leadership Lead the design and evolution of reporting frameworks that support Customer Success performance management. Define and evolve key performance indicators and measurement frameworks for Customer Success operations Design and oversee dashboards and reporting structures used by Customer Success leadership Translate complex business questions into analytical frameworks and reporting solutions Provide leadership-level insights into operational performance, trends, and opportunities Ensure reporting frameworks scale as the Customer Success organization grows Advanced Data Analysis & Insights Conduct deep analytical work to uncover operational insights that drive business improvement. Analyze complex datasets across multiple systems to identify trends, risks, and performance drivers Develop analytical models and frameworks to support operational planning Provide insights that influence operational strategy and performance optimization Present findings and recommendations to Customer Success leadership Operational Frameworks & Process Optimization Lead the design and improvement of operational reporting processes. Define standards and best practices for reporting, data governance, and analytics Identify opportunities to improve operational metrics, reporting automation, and data workflows Lead initiatives to improve reporting efficiency and operational visibility Ensure reporting frameworks support scaling of Customer Success operations Cross-Functional Analytics Leadership Serve as a key analytics partner across Customer Success and adjacent teams. Partner with leadership across Customer Success, Operations, Product, and Finance to define reporting needs Support cross-functional initiatives requiring advanced analytics and operational insights Provide thought leadership on how data can support strategic initiatives Project Leadership & Mentorship Provide leadership for analytics initiatives and support the development of other analysts. Lead complex reporting and analytics projects from design through delivery Provide guidance and mentorship to Business Operations Analysts Establish documentation standards and best practices for reporting and analytics assets Skills & Experience: Bachelor’s degree or equivalent - Operations, Analytics, Data Engineering, Management Information systems, finance, economics, or statistics. 5+ years of experience in a CS Business Operations-related analyst role. Hands-on experience designing, developing, and maintaining metrics, dashboards, and reports. Proficiency with Salesforce, Microsoft Excel/Google Sheets (advanced formulas, lookups, pivot tables), and ChurnZero (preferred). Advanced analytical skills with the ability to interpret data, uncover insights, and present findings in a clear and actionable manner. Strong project management capabilities with the ability to prioritize tasks, manage deadlines, and deliver results. Excellent organizational skills, attention to detail, and ability to manage multiple tasks simultaneously. Outstanding interpersonal and communication skills, capable of collaborating across teams. A proactive mindset to navigate ambiguity, uncover knowledge gaps, and drive continuous improvement. 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 (first.lastname@modmed.com). 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. It takes more than just a great product to modernize medicine. It takes a great team. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. The work we do makes a difference. Our web and mobile applications are transforming healthcare information technology to increase practice efficiency and improve patient outcomes. Our innovative and collaborative culture fuels our growth and creates rewarding and empowering experiences for our team.