Customer Success Manager

Definitive Healthcare, US; Framingham (MA); On-site; USD 65,000 - 123,000; Full time

Benefits offered by this job

Comprehensive medical, dental, vision coverage

Unlimited paid time off

401(k) plan with employer contribution

Job summary

Definitive Healthcare, located in Framingham, MA, is looking for a Customer Success Manager (CSM) to drive client success and engagement. The CSM will build customer partnerships and strategize for successful product adoption.

This role requires 3–5 years of relevant experience and attentiveness to client needs. Benefits include a competitive salary range of $65,000 – $123,000, along with comprehensive medical benefits and a 401(k) plan with contributions.

Qualifications

• 3–5 years of client-facing experience.
• Experience supporting a technical product.
• Strong attention to detail.
• Experience in the Healthcare industry is a plus.

Responsibilities

• Build partnerships within your assigned book of business.
• Drive product adoption and engagement.
• Create engagement strategies for customers.
• Document customer data to understand customer health.
• Identify at-risk accounts and create intervention plans.
• Educate customers on product usage.

Skills

Client-facing experience

Attention to detail

Team collaboration

Technical product support

Job description

Definitive Healthcare is a leading provider of healthcare data and analytics solutions, helping clients make smarter decisions.

About the Role

The Customer Success Manager (CSM) is responsible for the overall success and health of the customers in their book. The role focuses on supporting clients to achieve their goals, acting as a customer advocate and streamlining the customer experience. The CSM works with subject matter experts, technical resources, and support staff to ensure successful delivery and adoption of our solutions.

What You’ll Do

• Build partnerships within your assigned book of business and proactively anticipate customer needs.
• Drive consistent product adoption and engagement, working to achieve expected outcomes and provide an excellent customer experience.
• Effectively segment your book of business and create engagement strategies commensurate with the priorities of your individual customers.
• Partner with a group of Account Executives and engage at all levels of our customer teams, focusing on strategy, account health, and new client goals.
• Consistently document customer data that provides a holistic view of customer health and potential opportunities.
• Coordinate with the Customer Training team to ensure new users are onboarded and quickly adopt the product.
• Work with partners in Sales, Strategic Solutions, and Product to ensure the success measures are met.
• Identify at‑risk accounts and create intervention plans, supplementing pre‑determined playbooks with individually created strategic goals.
• Maintain working knowledge of the product portfolio related to customers’ use cases and understand the priorities of stakeholders to support business objectives.
• Manage an effective account executive relationship that is a true partnership.
• Educate customers so you are viewed as a partner, problem solver, and enabler.
• Provide scalability, setting realistic expectations with customers for success.
• Identify key decision makers within a company and its subsidiaries.

What You’ll Bring

• 3–5 years of client‑facing experience.
• Experience supporting a technical product.
• Ability to learn new concepts quickly.
• Strong attention to detail.
• Energy, humor, compassion, and enthusiasm.
• Experience working with customers in the Healthcare industry is a plus.

Critical Experience

• Client‑facing experience driving engagement and addressing customer inquiries.
• Adept at working within a team toward a shared goal.
• Experience in project management, balancing competing needs and priorities.
• Experience in identifying, managing, and mitigating at‑risk customer churn and escalating customer issues.
• Demonstrated success in understanding customer’s unique industry and business.

Compensation and Benefits

The salary range for this position is $65,000 – $123,000 per year, contingent on relevant experience, skills and qualifications. In addition, employees may be eligible for a bonus or commission plan. The company offers a comprehensive benefits package, including medical, dental, vision coverage, unlimited paid time off, and a 401(k) plan with employer contribution.

Equal Employment Opportunity

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. All communications regarding the hiring process will come from a corporate recruiter or coordinator. Please direct any questions to [e-mail].