Customer Success Specialist at Modernizing Medicine: 100% Remote (US)

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Title: Customer Success Specialist

Job Description:

Remote US

time type

Full time

job requisition id

R4791

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 Customer Specialist acts as the post-sale consultative partner and trusted advisor to our clients, and is responsible for the ownership and handling of our Account Management escalation queue in Salesforce CRM. The CSS serves as the primary contact between our clients and internal stakeholders, and is a key member of our Customer Success organization. The CSS will be held accountable for delivering the appropriate solution/deliverables for each case that is sent to the AM queue, while maintaining a positive customer experience. It is expected that the CSS will understand the customer’s business goals (as appropriate) and advocate on their behalf by collaborating internally to deliver solutions.

Role & Responsibilities:

  • Manages/owns customer needs that come through the Account Management escalation queue in Salesforce

  • Maintain an understanding of client industry, MMI suite of products, and role in the market
  • Work collaboratively with other teams and departments across the organization to improve processes and mitigate customer risk
  • Identify and facilitate upsell opportunities with customers as appropriate
  • Serve as escalation point for issues that impact the customer’s success
  • Advocate customer needs/issues cross departmentally
  • Maintain regular communication (written and verbal) with customer escalations that you are owning
  • Monitor and record all client communication in Salesforce
  • Suggest practical services offered by MMI to create a more efficient and autonomous office flow
  • Potential of owning your own small book of business

Skills & Requirements:

  • Bachelor's Degree - preferred
  • 1-2 years of relevant experience or equivalent combination of experience and education
  • Excellent communication and interpersonal skills, with the ability to navigate and mediate conflict
  • Detailed-oriented and organized
  • Ability to work independently as well as part of the customer success team
  • Professional, patient and balanced approach to handling tasks of varying priority and stress levels
  • Conflict resolution and problem solving skills
  • Ability to take initiative with little direction
  • Empathetic communicator with a consultative approach - able to see things from another person’s point of view
  • Working knowledge of Salesforce and Gainsight is a plus
  • Ability to multi-task and shift focus/priorities on-the-fly in a fast paced environment
  • People skills - you must be comfortable on the phone and able to engage in/control difficult discussions while maintaining professional composure
  • 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

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 . 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.

We are Modernizing Medicine (WAMM)!

It takes more than just a great product to modernize medicine. It takes a great team.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...