Modmed
Vice President, Customer Success Operations & Enablement
Remote - USA · Exec
Sponsorship not specifiedDetected 28 days ago
Cloud PlatformsData AnalysisProject ManagementOKRsSalesforceForecastingOnboardingCustomer SuccessCustomer SupportEHR/EMRLeadershipCommunicationCollaborationMentoring
About the role
- A Culture of Excellence When you join ModMed, you're joining an award-winning team recognized for innovation and employee satisfaction.
- Job Description Summary: The Vice President, Customer Success Operations and Enablement is a transformational leader responsible for driving the efficiency, scalability, and customer impact of the Customer Success organization.
- This role oversees Customer Success Ops Enablement, Education, and Services.
Responsibilities
- Develop and execute a unified strategy for Customer Success Operations, Enablement, and Services aligned with company goals for retention, adoption, and growth.
- Lead digital transformation initiatives across the customer lifecycle - leveraging AI, automation, and analytics to enhance both internal productivity and customer service delivery..
- Develops and manages the CS Technology Roadmap, leading the selection, implementation, and integration of new technologies (e.g., RPA, predictive analytics, project management tools).
- Drive revenue growth and operational excellence across these functions through effective packaging, pricing, and digital delivery models.
- Build and maintain the Customer Success technology roadmap (e.g., Salesforce, Gainsight, ChurnZero, analytics platforms) to ensure data integrity and automation.
- Lead process re-engineering and optimization efforts across CS workflows, from internal team enablement to customer onboarding/adoption journeys, to ensure maximum efficiency and scalability.
- Leads a high-performing organization encompassing both CS Operations and Customer Enablement and Services.
- Oversees the design and delivery of comprehensive internal enablement programs for the broader CS organization, including playbooks, training modules, and certification programs, with the objective to strengthen skills, readiness, and consistency across global teams.
- Partner with the executive team to define CS OKRs and KPIs that link to enterprise outcomes.
- Design, implement, and govern a streamlined Product Release Readiness process that ensures all Customer Success teams-including support, Implementation, training & services, and CSMs-are fully trained, equipped with updated knowledge assets, and certified on new products and services prior to launch
Requirements
- Proven success in unifying operational, enablement, and service delivery teams under a single strategic framework.
- Expertise in digital transformation, AI automation, and leveraging data analytics for decision-making.
- 15+ years of experience leading Customer Success, Professional Services, or Operations functions in a SaaS or healthcare technology environment.
- Strong P&L ownership experience for fee-based services and demonstrated ability to drive profitable growth.
- Exceptional leadership, communication, and influencing skills - able to lead through complexity and drive change across functions.
- Strategic thinker with a bias for execution and measurable results.
- Bachelor's degree required; MBA or advanced degree preferred.
Nice to have
- Bachelor's degree required
- MBA or 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.
- Oversee the strategy, delivery, and optimization of customer-facing enablement and fee-based service offerings - including Education and Training Services.
- Champion digital enablement - introducing self-service learning platforms, AI-powered education, and predictive analytics for customer needs.
- Partner cross-functionally with Finance, Sales, Product, and IT to provide forecasting and planning insights that inform resource and coverage models
- Build and maintain a centralized knowledge management system to ensure up-to-date, accessible, and scalable learning across all teams.
Company info
- Venture-Backed Company of the Year
- We are growing fast, thinking big, and we are just getting started.
- Ready to modernize medicine with us?
- Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process.
This listing is sourced directly from Modmed's careers page and normalized into a canonical job model.