Manager, Customer Success

The backbone of the healthcare system is communication — between patients and their doctors, among healthcare teams, and even between practices and third-party providers like pharmacies, labs, and insurance companies. 

But healthcare communication today is broken. It’s disconnected, siloed, antiquated, and highly inefficient… we’re trying to fix that.

Klara’s mission is to transform communication in healthcare, so every patient can receive great care. 

We believe that the future of healthcare will be amazing. It will be patient-centric and truly connected — so medical teams can work together easily, information can be shared between people and systems seamlessly, and patients can always get the high-quality care that everyone deserves.

Our mission is big, and our team is still growing. And that’s where you come in.

Having recently joined the ModMed family, we are well funded and growing quickly, with plenty of interesting challenges to tackle and foundations to build. It’s an entrepreneurial environment filled with opportunities for personal growth, where there is no shortage of projects to own or game-changing ideas to suggest. We are autonomous, data-driven, humble, and transparent. We have a healthy irreverence for the status quo and a relentless passion for making our users’ lives better. And we believe the power of a talented team can accomplish anything — even revolutionizing healthcare.

About the Role:

The Manager of Customer Success is responsible for a team of Customer Success Managers (CSMs) who are focused on driving adoption, mitigating risk, and identifying upsell opportunities while providing a world-class customer experience. The Manager of Customer Success will partner with leadership to establish strategic plans and objectives that deliver against specific KPIs for the customers of our EMA verticals. This role will focus on evolving our current processes to support high growth and the need to scale, while leading and developing a team that embraces Modernizing Medicine’s values. The Manager of Customer Success should have experience in both Customer Success and Customer Support disciplines, and effectively use their creativity and love of technology to optimize the overall customer experience to deliver long-term value for our customers.

Responsibilities:

• Design and execute strategies to optimize the customer success journey.
• Drive outcomes aimed at reducing churn, increasing revenue, and optimizing customer experience.
• Work collaboratively with other teams and departments across the organization to deliver efficiencies in processes and procedures.
• Manage KPIs, milestones, and long-term goals supportive of the overall company objectives for revenue, growth, and retention.
• Ensure that we are accurately forecasting at-risk customers.
• Mentor and coach individual team members to achieve daily success, reach career development goals, and reduce time to proficiency.
• Work with Operational teams to plan, staff, and budget resources for our Customer Success team.
• Inspire customer-centricity across Modernizing Medicine.
• Collaborate and partner throughout the organization to represent customer needs and optimize the customer journey.
• Work with client teams to identify and mitigate risks and ensure 100% customer satisfaction.

Requirements:

• Bachelor's degree, required.
• 2-3 years of experience leading a Customer Success team at a SaaS company or equivalent combination of experience and education
• Understanding of basic SaaS and value drivers in recurring revenue business models
• Create and enforce a culture of accountability to drive client outcomes within customer success
• Strong empathy for customers with the drive to impact revenue and growth
• Enthusiastic and creative leader with the ability to inspire and motivate others
• Modify and evolve onboarding and training programs to develop staff competencies
• Excellent communication skills both written and verbal, strong public speaking skills are a plus
• Working knowledge of Salesforce and/or Gainsight is a plus
• Motivated - we are a growing and ever-changing organization that is transforming how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomes

#LI-LM1

#LI-REMOTE

We Offer:

• Extensive career and growth opportunities in a fast-growing technology and health care area
• The opportunity to work cross-functionally and closely with senior leadership, not only in the Berlin office but also with New York
• The ability to tap into our investor network (i.e. FirstMark / Google gradient / Project A) to consult with and learn from industry pioneers
• Competitive compensation package
• Amazing culture
• Personal education budget
• Monthly budget for team events (team building, lunches, happy hours...)
• Generous vacation policy
• Top-of-the-line Macbook with powerful specs
• Remote work opportunities