Vice President, Customer Success Operations & Enablement

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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 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. The VP will lead the strategy, delivery, and optimization of customer-facing enablement and service offerings (including Customer Education, Training, Internal Learning & Enablement, and Customer Success Transformation), while also leading strategic initiatives, championing digital transformation, and managing the internal operations/technology roadmap for the Customer Success team. Reporting to the SVP, Customer Success , this role is critical to maximizing customer time-to-value, adoption, satisfaction, and long-term success while ensuring operational excellence across the departments. PRIMARY DUTIES & RESPONSIBILITIES: Strategic Leadership 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.. Partner with the executive team to define CS OKRs and KPIs that link to enterprise outcomes. Develops and manages the CS Technology Roadmap, leading the selection, implementation, and integration of new technologies (e.g., RPA, predictive analytics, project management tools). Customer Enablement & Services Oversee the strategy, delivery, and optimization of customer-facing enablement and fee-based service offerings - including Education and Training Services. Drive revenue growth and operational excellence across these functions through effective packaging, pricing, and digital delivery models. Champion digital enablement - introducing self-service learning platforms, AI-powered education, and predictive analytics for customer needs. Ensure all service offerings accelerate time-to-value , adoption , and measurable customer outcomes . Customer Success Operations & Insights Build and maintain the Customer Success technology roadmap (e.g., Salesforce, Gainsight, ChurnZero, analytics platforms) to ensure data integrity and automation. Establishes a robust framework for measuring and reporting CS performance, including key metrics like retention, churn rate, product adoption, CSM efficiency, and service revenue KPIs. Partner cross-functionally with Finance, Sales, Product, and IT to provide forecasting and planning insights that inform resource and coverage models 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. People Management and Internal Enablement 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. Build and maintain a centralized knowledge management system to ensure up-to-date, accessible, and scalable learning across all teams. 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 Foster a culture of learning, accountability, and customer-centric execution through contin

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