Senior Customer Success Manager

At Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow's healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where to go next.
Our employees are kind, collaborative, energetic, approachable and driven. On top of that, we value the unique perspectives, backgrounds and voices of our employees. Why? Because their diverse experiences drive new ideas and help us build a better community.
For over 10 years, we've built a collaborative culture driven by employees who share a passion for improving the healthcare ecosystem, enjoy giving back to the local community and value diversity and inclusion.
One of the hallmarks of our culture is our commitment to community service. Through the DefinitiveCares program, employees can work with their choice of more than 40 charitable organizations, supporting causes from hunger and homelessness to healthcare, LGBTQ+ issues, racial justice, women's initiatives and more. 2021 marked the sixth year that we had 100% employee participation in DefinitiveCares.
We also provide a range of opportunities for employees to connect with each other. Employees can join any of our employee run affinity groups supporting causes such as women's empowerment, LGBTQ+, Black, indigenous and people of color (BIPOC), disabilities and working parents and potential for many more. Affinity groups often enable greater education companywide through training, events and speaker series.
We're also a great place to work. For five years in a row, we've been recognized by the Boston Business Journal and the Boston Globe as a best place to work in Massachusetts. In 2022, Energage recognized us for Culture Excellence in Compensation & Benefits, Innovation, Great Leadership, Purpose & Value and Work-Life Flexibility!
Think you'd be a good addition to our team? Explore our available positions here. We'd love the chance to get to know you.
Our expansion has created the need for an energetic and motivated Senior Customer Success Manager to join our Customer Experience Team. If you would like to work at a fast-paced company that is experiencing high growth, keep reading!
A Senior Customer Success Manager partners closely with their Account Executive to drive high levels of product adoption, engagement and retention. Senior CSMs act as a thought partner to intuitively and proactively ensure customers fully realize the value of Definitive Healthcare solutions. A Senior CSM embodies leadership by driving cross-functional collaboration to ensure maximum value is delivered to the customer.

• Proven track record in a client facing role, driving engagement and acting as an internal advocate.
• Experience successfully building senior level business relationships and facilitating conversations at all levels, including the C-suite.
• Proven experience in end-to-end oversight of deliverables, effectively balancing competing needs and priorities.
• Relevant business experience and demonstrated commercial mindset.
• Demonstrated history of proactively identifying, managing and resolving client issues and escalations.

Your challenge:

• Knowing the entire product portfolio and understanding the priorities of a broad range of stakeholders to support various business objectives.
• Managing an effective Account Executive relationship that is a true partnership.
• Educating customers so you are seen as a partner, problem solver and enabler.
• Scalability, setting realistic expectations with customers for success.
• Demonstrating and communicating the value of our data to influence actual business results/impact on their bottom line.
• Building and maintaining long-term client relationships and continuously gaining credibility despite data integrity or delivery challenges.

What you'll need:

• BA or BS degree
• 5+ years' experience in a client facing role
• Superior communication skills
• Ability to learn new concepts quickly
• Strong attention to detail
• Energy, humor, compassion, and enthusiasm

Why we love Definitive, and why you will too!

• Industry leading products
• Work hard, and have fun doing it
• Incredibly fast growth means limitless opportunity
• Flexible and dynamic culture
• Work alongside some of the most talented and dedicated teammates
• Definitive Cares, our community service group, gives all of us a chance to give back
• Competitive benefits package including great healthcare benefits and a 401(k) match

What our Employees are saying about us on Glassdoor:
"Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed."
-Business Development Manager
"Great team. Amazing growth. Employees are treated very well."
-Research Analyst
"I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there."
-Profile Analyst
If you don't fit all of these qualifications, but believe you're still a great fit, feel free to apply and tell us why in your cover letter.
If you are a California, Colorado, New York City or Washington resident and this role is a remote role, you can receive additional information about the compensation and benefits for this role, which we will provide upon request.
Definitive Hiring Philosophy
Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status. If you're interested in working in a fast growing, exciting working environment - we encourage you to apply!
Privacy
Your privacy is important to us. Please review our Candidate Privacy Notice which tells you how we use and process your personal information
Please note : All communications regarding the hiring process at Definitive Healthcare will come directly from one of our corporate recruiters or coordinators with an @definitivehc.com email address. We will never request any money transfer or purchase of equipment with a promise of reimbursement. If you receive any suspicious communications, please reach out to [email protected] to confirm your status in the application process.