Senior Customer Success Manager

Definitive Healthcare; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Unlimited PTO

401(k) with employer contribution

Bonus or commission plan

Job summary

Definitive Healthcare Corp. is seeking a senior Customer Success Manager to own end-to-end lifecycle management for large enterprise accounts across onboarding, adoption, renewal and expansion.

You will quantify ROI from product usage and services and lead onboarding with measurable adoption targets. Ideally you bring 5+ years in DaaS/pharma/consulting, with a track record of value-selling, strong C-suite communication, and life sciences workflow understanding.

Qualifications

• 5-7+ years as a Customer Success Manager in DaaS, pharma or consulting
• Strategic ownership of a $5M+ enterprise book of business
• Track record of value-selling and ROI documentation at 95%+ NDR
• Credible counterpart to customer C-suite stakeholders
• Understanding of life sciences workflows and connecting data adoption to outcomes
• Quota- and NDR-accountable individual contributor role

Responsibilities

• Own end-to-end customer lifecycle across onboarding, adoption, renewal and expansion
• Build account-level business cases quantifying ROI from product usage and services
• Lead onboarding and set measurable adoption targets from day one
• Run QBRs and executive business reviews centered on documented value
• Proactively mitigate renewal risk to protect net dollar retention
• Coordinate across Product, Sales, Marketing, Advanced Analytics and SMEs

Skills

Customer Success

Strategic ownership

ROI documentation

Executive communication

Life sciences familiarity

Quota accountability

Job description

Responsibilities

• Own end-to-end customer lifecycle across onboarding, adoption, renewal and expansion
• Build account-level business cases quantifying ROI from product usage and services
• Lead onboarding and set measurable adoption targets from day one
• Run QBRs and executive business reviews centered on documented value
• Proactively mitigate renewal risk to protect net dollar retention
• Coordinate across Product, Sales, Marketing, Advanced Analytics and SMEs

Requirements

• 5-7+ years as a Customer Success Manager, ideally DaaS, pharma or consulting
• Strategic ownership of a $5M+ enterprise book of business
• Track record of value-selling and ROI documentation at 95%+ NDR
• Credible counterpart to customer C-suite stakeholders
• Understanding of life sciences workflows and connecting data adoption to outcomes
• Quota and NDR-accountable individual contributor role

Benefits

• Medical, dental and vision coverage
• Unlimited paid time off
• 401(k) with employer contribution
• Possible bonus or commission plan

About the Company

Definitive Healthcare provides data, analytics and expertise to life sciences and healthcare customers. Headquartered near Boston, it operates across North America, Europe and India.