Modernizing Medicine
Senior Director, Customer Success Enablement & Strategy
Remote - USA · Director
Sponsorship not specifiedDetected 85 days ago
Cloud PlatformsLLMsAgileSalesforceNegotiationM&AProcess ImprovementOnboardingCustomer SuccessEHR/EMRLeadershipCommunicationCollaborationLean Manufacturing
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odds of building a lasting career here
40Risky
Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- 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:
Responsibilities
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
- Proven experience architecting multi-pillar shared services organizations through rapid scale or M&A integration.
Nice to have
- Bachelors Degree, Advanced Degree Preferred
Skills
- Consistently ranked as a Top Place to Work
- 2025
Compensation
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation.
Benefits
- At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce.
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
- Direct internal learning & development strategies, new hire onboarding, release & role readiness, leadership enablement, and enterprise change management communications to empower CS teams.
Company info
- 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.
- Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process.
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This listing is sourced directly from Modernizing Medicine's careers page and normalized into a canonical job model.