Senior Customer Success Manager

DrFirst; United States; Remote; USD 135,000 - 165,000; Full time

Benefits offered by this job

Competitive base salary

Performance-based bonus program

Medical, dental, vision insurance

401K with employer match

HSA contributions

Paid time off and holidays

Professional development

Job summary

DrFirst seeks a Senior Customer Success Manager to lead a portfolio of strategic partner accounts, driving long-term satisfaction, retention, and expansion. You will collaborate across Channel Management, Product, Support, Learning Services, and PMO to maximize value for enterprise customers.

You will shape the customer success strategy, mentor colleagues, and deliver outstanding experiences to our most valued customers in a remote-first environment.

Qualifications

• Bachelor's degree required; Master's degree a plus.
• 7+ years in Customer Success, Account Management, or Strategic Partnerships in a B2B SaaS environment.
• Proven ability to manage and grow complex enterprise accounts across cross-functional teams.
• Excellent communication and executive presence, with experience presenting to senior leadership.
• Proficient with CRM and CS tools (Salesforce, Gainsight, Totango) and data-driven reporting.
• Ability to lead through ambiguity and drive continuous improvement in a fast-paced environment.
• Collaborative leadership style with a track record of influencing without authority.

Responsibilities

• Serve as the primary contact and strategic advisor for a portfolio of high-impact Partner Solutions accounts, ensuring long-term customer satisfaction and retention.
• Lead executive business reviews and ongoing success planning for assigned accounts, communicating the value delivered and identifying expansion opportunities.
• Drive account health monitoring through structured plans, touchpoints, risk mitigation, and stakeholder engagement strategies.
• Partner closely with Channel Managers to elevate, prioritize, and resolve issues, ensuring a coordinated and unified customer experience.
• Share actionable insights and trends with internal teams to influence product innovation, user experience, onboarding, and customer lifecycle strategies.
• Develop and continuously improve scalable playbooks, best practices, and reporting that optimize customer success operations across the Partner Solutions group.
• Act as a mentor and resource for junior Customer Success Managers, helping to level up team capabilities and performance.
• Serve as a voice of the customer to influence internal roadmap, processes, and support models that meet the evolving needs of enterprise customers.

Skills

Strategic thinking

Executive communication

Cross-functional collaboration

Revenue growth focus

CRM experience

Education

Bachelor's degree

Master's degree a plus

Tools

Salesforce

Gainsight

Totango

Job description

About DrFirst

For 25 years, DrFirst has empowered providers and patients to achieve better health through intelligent medication management. We improve healthcare workflows and help patients start and stay on therapy with end-to-end solutions that enhance prescription access, affordability, and adherence. Our solutions help 100 million patients a year and are used by more than 420,000 prescribers, 71,000 pharmacies, 270 EHRs and health information systems, and over 2,000 hospitals in the U.S. This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. Here you'll get to work with some of the smartest and most interesting people around, solving unique and complex challenges in healthcare on a scale matched by few companies. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, and care about working with smart colleagues, we want to talk to you!

Position Overview

The Senior Customer Success Manager is a key member of the Partner Solutions team responsible for driving long-term customer satisfaction, retention, and growth across strategic and complex partner accounts. You will act as a trusted advisor, working cross-functionally with internal stakeholders including Channel Management, Product, Support, Learning Services, and the PMO to guide customers toward successful outcomes and maximize the value they receive from DrFirst solutions. This senior-level role is ideal for a strategic, proactive, and relationship-driven professional who thrives in a high-impact, customer-facing environment. You will help shape the evolving customer success strategy for the Partner Solutions group, define best practices, and mentor colleagues while delivering exceptional experiences to our most valued customers.

Who Will Love This Role

• A strategic operator who drives measurable value across enterprise accounts and influences outcomes with both customers and internal teams.
• A collaborative leader who connects the dots across teams, streamlines operations, and champions customer priorities across the organization.
• A data-driven thinker who synthesizes customer feedback, account health, and business metrics to drive retention, expansion, and advocacy.
• A curious learner always eager to evolve with the latest industry and customer success trends and inspire others to do the same.

What you will work on

• Serve as the primary point of contact and strategic advisor for a portfolio of high-impact Partner Solutions accounts, ensuring long-term customer satisfaction and retention.
• Lead executive business reviews and ongoing success planning for assigned accounts, communicating the value delivered and identifying expansion opportunities.
• Drive account health monitoring through structured plans, touchpoints, risk mitigation, and stakeholder engagement strategies.
• Partner closely with Channel Managers to elevate, prioritize, and resolve issues, ensuring a coordinated and unified customer experience.
• Share actionable insights and trends with internal teams to influence product innovation, user experience, onboarding, and customer lifecycle strategies.
• Develop and continuously improve scalable playbooks, best practices, and reporting that optimize customer success operations across the Partner Solutions group.
• Act as a mentor and resource for junior Customer Success Managers, helping to level up team capabilities and performance.
• Serve as a voice of the customer to influence internal roadmap, processes, and support models that meet the evolving needs of enterprise customers.

Qualifications

Required

• Bachelor's degree required; Master's degree a plus.
• 7+ years of experience in Customer Success, Account Management, or Strategic Partnerships, preferably in a B2B or B2B2C SaaS environment.
• Proven ability to manage and grow complex enterprise or partner accounts across cross-functional teams.
• Exceptional communication and executive presence, with experience presenting to senior leadership and customer stakeholders.
• Demonstrated success managing renewals, expansions, and customer satisfaction in high-touch environments.
• Skilled in using CRM and Customer Success tools (e.g., Salesforce, Gainsight, Totango) and creating data-driven reports.
• Ability to lead through ambiguity and drive continuous improvement in a fast-paced environment.
• Collaborative and empathetic leadership style, with a track record of influencing without authority.

Preferred

• Strong understanding of the healthcare or health tech ecosystem.
• Experience in B2B2C or channel partner-driven customer success models.
• Familiarity with medication management, ePrescribing, or clinical workflow solutions.

Physical Requirements

• 75% Phone/Desk/Virtual meeting work.
• 25% Travel for client visits, executive business reviews, and team meetings.

#LI-GF1 #LI-Remote

Benefits

• Competitive compensation, with a base salary of $135,000 - $165,000 (Exact compensation may vary based on skills and experience).
• Eligible for Company Performance-based Bonus Program, based on individual and company performance.
• Medical, dental, and vision insurance.
• 401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3-year vesting schedule.
• HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1,000 for family coverage per year.
• 100% company paid short and long-term disability, AD&D, and group life insurance.
• Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days.
• Employee Assistance Program.
• Continuing Education funds up to $1,500 annually for eligible programs after 1 year of service.
• Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances.

DrFirst is committed to being a Remote-First company, creating a dynamic and flexible workplace where everyone can thrive, no matter where they log in from. Check out our approach to remote work: https://drfirst.com/company/about-us/careers/

Our recruitment process at DrFirst is straightforward and secure. You will only be contacted by our recruitment team through an official @drfirst.com email address. We will never ask you for payment or sensitive personal information, such as your social security number or banking details, at any stage of the hiring process. If you encounter any communications claiming to be from DrFirst that seem suspicious, please contact our recruitment team directly at [e-mail] to verify the message's authenticity. Your security is important to us!

Learn more about our benefits and professional development opportunities: https://drfirst.com/company/about-us/careers/the-perks/