Customer Success Specialist

About the Company

Stage 2 Capital is affiliated with Modernizing Medicine, a pioneering healthcare software company established in 2010 by a practicing physician and a tech entrepreneur. This unique company culture combines medical expertise with software development, resulting in an AI-powered, specialty-specific cloud platform dedicated to placing patients at the center of care. Their workforce of over 4,500 professionals, based in Boca Raton, Florida, and Hyderabad, India, is passionate about improving medical practice success and patient outcomes.

The company has received multiple accolades including consistent rankings as a top workplace, the 2025 Globee Business Award for Technology Team of the Year, the 2025 Black Book Award as the #1 EHR provider in 11 specialties, and the Florida Venture Forum’s Venture-Backed Company of the Year title.

Role Summary

The Customer Success Specialist functions as a post-sale trusted advisor and consultative partner. This role manages the Account Management escalation queue within Salesforce CRM, acting as the primary liaison between clients and internal teams. The specialist is accountable for resolving customer cases with appropriate solutions while maintaining a positive customer experience. Understanding client business objectives and advocating for their needs internally are key responsibilities.

Key Responsibilities

• Manage and own customer issues that arise through the Account Management escalation queue using Salesforce.
• Maintain comprehensive knowledge of the clients' industries, Modernizing Medicine's product suite, and its market role.
• Collaborate cross-functionally to enhance processes and reduce risks impacting customer success.
• Identify and promote opportunities to upsell services to existing customers.
• Serve as the escalation point for challenges affecting customer satisfaction and success.
• Act as an internal advocate for customer needs across departments.
• Communicate regularly and clearly with customers regarding their escalations through written and verbal updates.
• Keep detailed records of all client interactions within Salesforce.
• Recommend practical services offered by Modernizing Medicine to improve client office workflow efficiency and autonomy.
• Potentially manage a personal portfolio of clients.

Qualifications and Skills

• Bachelor's degree is preferred.
• One to two years of relevant experience, or an equivalent blend of education and experience.
• Strong communication and interpersonal skills with the ability to mediate conflicts effectively.
• Highly organized and detail-oriented approach to work.
• Capable of working independently and collaboratively within the customer success team.
• Professional attitude with patience and the ability to prioritize tasks under varying stress levels.
• Proven conflict resolution and problem-solving capabilities.
• Self-motivated with the ability to take initiative without close supervision.
• Empathetic and consultative communication style, able to understand and appreciate different perspectives.
• Familiarity with Salesforce and Gainsight platforms is advantageous.
• Strong multitasking skills with flexibility to shift priorities quickly in a fast-paced environment.
• Comfortable managing challenging phone conversations while maintaining composure and professionalism.
• Motivated to thrive in a dynamic, growing organization transforming healthcare data usage.

Benefits

• Comprehensive medical, dental, and vision insurance plans, including company contributions to a Health Savings Account.
• 401(k) plan with company match of 50% of employee contributions up to 6% of salary; matching contributions become fully vested after one year.
• Generous paid time off and paid parental leave programs.
• Company-paid life and disability insurance, flexible spending account options, and employee assistance programs.
• Employee resource groups and special interest communities fostering engagement and support.
• Opportunities for professional growth, including tuition reimbursement and unlimited access to learning platforms.
• Global presence with opportunities for in-person collaboration, dog-friendly headquarters in Boca Raton, Florida, hybrid office roles, and some remote positions.
• Onsite amenities such as weekly catered meals, treadmill workstations, Zen and wellness rooms.

Additional Information

The company warns applicants about phishing scams impersonating recruitment staff. Authentic communications will come exclusively from verified company email addresses, and there are no charges for equipment or supplies during onboarding. Suspicious activity should be reported to the appropriate authorities.