Strategic Partner Success Leader — Remote

RXinsider LTD.; United States; Remote; USD 135,000 - 165,000; Full time

Benefits offered by this job

Base salary

Bonus program

Healthcare

401K with company match

HSA

Disability & life insurance

Paid PTO

Education funds

Voluntary benefits

Job summary

DrFirst is seeking a Senior Customer Success Manager to lead a portfolio of high-impact partner accounts and drive long-term retention and growth. You will partner with Channel Management, Product, Support, and PMO to deliver measurable value and successful outcomes.

Ideal candidates bring 7+ years in customer success, strong executive presence, and experience guiding renewals and expansions in a fast-paced SaaS environment.

Qualifications

• 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 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 (Salesforce, Gainsight, Totango) and creating data-driven reports.

Responsibilities

• 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 escape, 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

Executive presence

Communication

Cross-functional collaboration

Data-driven decision making

Leadership without authority

Education

Bachelor's degree

Master's degree

Tools

Salesforce

Gainsight

Totango

Job description

DrFirst is seeking a Senior Customer Success Manager to lead a portfolio of high-impact partner accounts and drive long-term retention and growth. You will partner with Channel Management, Product, Support, and PMO to deliver measurable value and successful outcomes.

Ideal candidates bring 7+ years in customer success, strong executive presence, and experience guiding renewals and expansions in a fast-paced SaaS environment.