Design and run the post‑sales operating model for a large business unit, owning architecture, data integrity, and customer experience systems.
Locations (2)
San Francisco, California, United States
United States
Compensation
This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
Responsibilities
Build the post‑sales operating model for the business unit
Own the architecture, data integrity, and configuration of CX systems
Partner cross‑functionally on integrations across CRM, billing, support, and product analytics
Analyze intervention outcomes to refine playbooks and train the team
Establish automated early warning systems for churn
Serve as the dedicated operational partner to the Customer Success organization, owning operational execution behind billing, order management, service activation, and post-sale service operations for strategic customers.
Responsibilities
Serve as the primary operational point of contact for assigned strategic customers
Act as the operational escalation owner for billing, RMA, order management, and support-related issues
Own transactional workflows end-to-end
Manage customer service contract lifecycle activities, including onboarding, offboarding, transfers, suspensions, and RMA-related contract updates
Coordinate billing activities, including invoice reconciliation, billing dispute resolution, custom billing requests, usage reporting, and payment issue coordination with Finance and Collections
Responsible for defining and driving the strategic vision, operational execution, and digital transformation of ModMed’s Customer Success Shared Services organization, overseeing CS Transformation & Operating Model Design, CS Technology & AI/Automation, Internal Enablement & Workforce Readiness, and the CS PMO.
Locations (3)
Florida, United States
Hyderabad, Telangana, India
United States
Responsibilities
Lead end-to-end customer operating model redesigns, workflow optimization, service innovation, process excellence, and M&A operational integrations across all Customer Success business units.
Direct enterprise CS tech stack governance and multi-year roadmap (Gainsight, SFDC, Genesys, WalkMe, LMS); pioneer AI, LLM, agent assist, predictive analytics, and RPA solutions to drive operational efficiency and support deflection.
Oversee the CS PMO to enforce disciplined program governance, resource coordination, release/product launch delivery, and continuous improvement initiatives across cross-functional projects.
Lead the customer data strategy, analytics function, and operational platforms for Penske’s Digital Fleet organization, driving data‑driven decision making across the enterprise.
Responsibilities
Define and execute customer data strategy
Own HubSpot CRM implementation and optimization
Build and maintain 360‑degree customer data model
Integrate signals from website, marketing, product usage, and support
Design and maintain dashboards and reporting frameworks
Requirements
Bachelor’s degree in business Analytics, Marketing, Data or Computer Science
Nice to have: Master’s degree in engineering, Data Science, Analytics, or Marketing
Nice to have: HubSpot CRM certification
Nice to have: Experience in a multi‑sided marketplace or complex B2B technology environment
Nice to have: Advanced proficiency in SQL or data analytics and business intelligence tools
Direct internal learning & development strategies, new hire onboarding, release & role readiness, leadership enablement, and enterprise change management communications to empower CS teams.
Partner closely with Product, Engineering, Support, Professional Services, and Marketing leaders to prioritize digital experience (DX) enhancements, align content roadmaps, and support major product launches.
Requirements
Bachelors Degree
Advanced Degree Preferred
Nice to have: PMP certification
Nice to have: Agile/Scrum certification
Nice to have: Lean Six Sigma Black Belt certification
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