Customer Success Manager

Customer Success Manager

Framingham, MA

At Definitive Healthcare, we're passionate about turning data, analytics, and expertise into meaningful intelligence that helps our customers achieve success and shape the future of healthcare. We empower them to uncover the right markets, opportunities, and people—paving the way for smarter decisions and greater impact.

Headquartered just outside of Boston, Massachusetts, Definitive Healthcare operates across North America, Europe, and India, supporting a growing global client base of more than 2,400 customers since our founding in 2011.

We foster a collaborative, inclusive culture where diverse perspectives drive innovation. Through programs like DefinitiveCares and our employee-led affinity groups we strive to promote connection, education, and inclusion.

About the Role

Our expansion has created the need for an energetic and motivated 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!

The Customer Success Manager (CSM) is responsible for the overall success and health of the customers in their book. This individual will focus on supporting our clients in achieving their goals. They will act as a customer advocate within the organization and streamline the customer experience. CSMs will work with a team of subject matter experts, technical resources, and support staff to ensure successful delivery and adoption of the Definitive Healthcare solutions.

What You'll Do

• Build partnerships within your assigned book of business and look for opportunities to proactively anticipate customer needs
• Drive consistent product adoption and engagement, work to achieve their 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 and account health, and any new client goals or objectives
• Consistently document customer data that provides a holistic view of the customers health and potential opportunities
• Coordinate with the Customer Training team to ensure they effectively onboard new users and quickly drive adoption of the product
• Work with relevant partners in Sales, Strategic Solutions, and Product to ensure the customers success measures are met
• Effectively identify at risk accounts and create intervention plans. Supplement pre-determined playbooks with individually created strategic goals

Key Challenges:

• Working knowledge of the product portfolio related to their customers' use cases 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 viewed as a partner, problem solver and enabler
• Scalability, setting realistic expectations with customers for success
• Identifying key decision makers within a company and its subsidiaries

What You'll Bring

• 3-5 years' experience in a client facing role
• Experience working in customer support for a technical product
• Superior communication skills
• 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:

• Experience in a client facing role, driving engagement, and addressing customer inquiries
• Adept at working within a team toward a shared goal
• Experience in project management, effectively balancing competing needs and priorities
• Experience effectively identifying, managing, and mitigating at-risk customer churn and escalation of 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, which represents the base pay the company reasonably and in good faith expects to pay for this role. Actual pay within this range will be determined based on factors such as relevant experience, skills, and qualifications.

Depending on the position, employees may also be eligible to participate in a company bonus or commission plan. All employees are eligible for a comprehensive benefits package, including medical, dental, and vision coverage, unlimited paid time off, and participation in the company's 401(k) plan with employer contribution.

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 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 using an @definitivehc.com email address. We do not advertise open roles on Facebook and will never request money transfers or ask candidates to purchase equipment with a promise of reimbursement. If you receive any suspicious communication, please contact View email address on click.appcast.io to verify your status in the application process.