Remote opportunity at
Definitive HealthcareSenior Customer Success Manager
Definitive Healthcare seeks a remote Senior Customer Success Manager to handle the entire client experience and net dollar retention for a $5M+ enterprise book of business…
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About This Role
Definitive Healthcare seeks a remote Senior Customer Success Manager to handle the entire client experience and net dollar retention for a $5M+ enterprise book of business consisting of life sciences accounts. This individual contributor position focuses on driving product adoption, proving measurable return on investment, and securing renewals and expansions. Definitive Healthcare provides data, analytics, and intelligence to help clients navigate healthcare markets and make informed decisions. Founded in 2011…
Job Description
Definitive Healthcare seeks a remote Senior Customer Success Manager to handle the entire client experience and net dollar retention for a $5M+ enterprise book of business consisting of life sciences accounts. This individual contributor position focuses on driving product adoption, proving measurable return on investment, and securing renewals and expansions. Definitive Healthcare provides data, analytics, and intelligence to help clients navigate healthcare markets and make informed decisions. Founded in 2011 near Boston, Massachusetts, the firm serves more than 2,400 customers internationally. This position suits an experienced customer success professional with a background in the life sciences sector or data-as-a-service environments who can act as a trusted advisor to C-suite executives.
Responsibilities
- Manage the complete customer lifecycle from initial onboarding through adoption, renewal, and expansion.
- Utilize value-selling strategies to create and maintain business cases that quantify financial returns derived from product utilization.
- Spearhead onboarding sessions by aligning key stakeholders around specific use cases and establishing adoption targets.
- Facilitate executive business reviews and quarterly reviews centered on strategic roadmaps and realized value.
- Anticipate and mitigate renewal risks ahead of time to safeguard net dollar retention goals.
- Collaborate with account management to construct renewal narratives and negotiate expansion opportunities.
- Maintain ongoing value roadmaps and stakeholder maps for each assigned account.
- Partner cross-functionally with product, sales, marketing, and advanced analytics teams to address customer requirements.
Requirements
- Possess five to seven years or more of relevant experience working as a customer success manager within DaaS, pharmaceuticals, or consulting settings.
- Demonstrate past strategic management of an enterprise portfolio worth $5M+ with direct accountability for renewal and net dollar retention metrics.
- Show a proven history of utilizing value-selling and return on investment documentation to retain and grow enterprise accounts at or above a 95% rate.
- Display the ability to engage credibly as a strategic partner with client C-level executives.
- Bring a strong familiarity with life sciences workflows across commercial, medical, market access, marketing, research and development, and health economics and outcomes research.
Core Skills
Benefits
- Annual base salary between $92,800 and $139,200
- Eligibility to participate in a company bonus or commission plan
- Comprehensive health benefits including medical, dental, and vision coverage
- Unlimited paid time off
- Participation in the corporate 401(k) plan featuring employer contributions
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this role is designated as remote.
What is the salary range for this job?
The annual base salary ranges from $92,800 to $139,200, and employees may also be eligible for a bonus or commission plan.
What level of experience is required?
Candidates must have 5-7+ years of experience as a customer success manager, ideally within DaaS, pharmaceuticals, or consulting, along with experience managing a $5M+ enterprise book of business.
Does this role involve managing people?
No, this is an individual contributor role with quota and net dollar retention accountability, and the posting does not indicate any people-management responsibilities.
Sample Interview Questions
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