Senior Customer Success Manager

Job not on LinkedIn

🔥 6 minutes ago

🏄 California, Colorado, +1 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🗽 New York – Remote

💵 $92.8k - $139.2k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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Definitive Healthcare

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📣 Marketing

📦 Logistics

💰 Private Equity Round on 2019-10

Consulting • Marketing • Logistics

Definitive Healthcare is a provider of healthcare commercial intelligence that transforms data, analytics, and expertise into actionable insights for various stakeholders within the healthcare industry. Through its SaaS platform, Definitive Healthcare assists clients in navigating the complex healthcare market by offering solutions related to go-to-market planning, product development, and sales optimization. The company specializes in healthcare data, market analytics, and custom reporting, catering to a range of clients including biopharma, medical devices, and healthcare providers. Definitive Healthcare has garnered recognition as a top workplace and leader in the Massachusetts business community.

📋 Description

• Own the customer experience across onboarding, adoption, renewal, and expansion, tying each stage to a documented business outcome • Apply value-selling methodology to build and maintain account-level business cases quantifying ROI from product usage, analytics, and services • Lead onboarding by aligning stakeholders on priority use cases and setting measurable adoption targets • Run QBRs and executive reviews focused on documented value, strategic roadmaps, achieved outcomes, and realized ROI • Proactively identify and mitigate renewal risk to protect NDR • Own renewal narratives and partner with Account Management to influence renewal decisions and negotiate expansion • Maintain account value roadmaps and stakeholder maps to identify ROI-backed expansion opportunities • Coordinate with Product, Sales, Marketing, Advanced Analytics, and subject matter experts to resolve customer needs • Own end-to-end customer experience and NDR for a portfolio of enterprise life sciences customers • Serve as primary post-sale contact for enterprise customers

🎯 Requirements

• 5-7+ years of deep experience as a Customer Success Manager, ideally within a DaaS, pharmaceuticals, or consulting environment • Demonstrated strategic ownership of a $5M+ enterprise book of business, with accountability for renewal and net dollar retention (NDR) targets across the portfolio • Proven track record using value-selling and ROI documentation to retain and grow an enterprise portfolio at 95%+ NDR • Ability to operate as a credible, strategic counterpart to customer C-suite stakeholders • Strong understanding of life sciences workflows (Commercial, Medical, Market Access, Marketing, R&D, HEOR) and the ability to connect data adoption to quantifiable business outcomes • Quota/NDR-accountable individual contributor role; no people-management responsibility indicated

🏖️ Benefits

• Depending on the position, eligibility to participate in a company bonus or commission plan • Medical coverage • Dental coverage • Vision coverage • Unlimited paid time off • 401(k) plan with employer contribution • Industry leading products • Flexible and dynamic culture • Definitive Cares community service group • Competitive benefits package including great healthcare benefits and a 401(k) match