ModMed Technologies - Director - Customer Success

Director - Customer Success

Description:

This is an exciting opportunity to join the ModMed Customer Success leadership team and help integrate the India team in terms of operations, strategy, metrics, culture, customer satisfaction, employee motivation, and well-being within a fast-paced Healthcare IT company that is truly modernizing medicine.

Your Role

- Lead, hire, develop, and scale a growing team across Support, Customer Success, Professional Services, Client Education, and CS Operations.

- Build a culture of accountability, collaboration, learning, and high performance.

- Develop future leaders, drive talent planning and succession readiness.

- Drive customer satisfaction, NPS, onboarding quality, adoption, and retention outcomes.

- Monitor and govern CS KPIs, customer health metrics, and performance dashboards.

- Guide proactive risk mitigation and escalation management.

- Partner with US CS leadership to define and execute strategy, org design, talent planning, and resource forecasting.

- Ensure full alignment with global CS processes, SOPs, and service delivery frameworks.

- Represent India CS in global leadership forums and cross-functional initiatives.

- Lead annual planning, budgeting, and organizational capacity modeling.

- Establish and improve operational rhythms, workflows, and quality standards.

- Champion process improvement, system adoption, and productivity initiatives.

- Influence and collaborate closely with Product, Engineering, Sales, and Revenue Operations.

- Strengthen customer advocacy and bring insights to product and business decisions.

- Maintain executive-level communication with global leaders and client stakeholders.

Skills & Requirements:

- 5 to 10+ years experience in enterprise B2B SaaS leadership (Customer Success, Support, or Professional Services).

- Proven success scaling and leading high-growth teams.

- Strong operational depth- KPIs, dashboards, forecasting, process maturity.

- Executive communication skills; ability to influence senior stakeholders.

- Hands-on mindset: zooms out to strategy, zooms in to execution.

- Demonstrated coaching, feedback culture, and team-building capabilities.

- Healthcare technology experience.

- Experience scaling India-based teams within a global SaaS environment.

- Change-management / transformation leadership experience.

- Strong understanding of CS tech stack and data/metrics systems