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Customer Success Manager

Customer Success | Framingham, MA | Full Time

Job Description

Definitive Healthcare is a rapidly growing data and analytics provider of the most up-to-date, comprehensive, and integrated information on hospitals, physicians, and other healthcare providers.

Recently honored by the Boston Business Journal as one of the 10 fastest-growing private companies in Massachusetts and named THE BEST large company to work for on Business Journal’s Best Places to Work list published in June 2019, Definitive Healthcare is on an incredibly exciting trajectory.  The company has more than doubled in size in the past 2 years and will have 400 employees in the Framingham office by the end of the year. Our motivated and high-energy workforce is collaborative, kind, and engaged, which has led to exceptional retention rates.   Our expansion has created the need for a talented Customer Success Manager to join our Customer Success Team. If you would like to work on a product that is in high demand, and evolving rapidly, keep reading!

Your challenge:

As a Customer Success Manager, you are our clients dedicated advocate for success with our platform.  Our team works with clients across the healthcare industry spectrum; from Life Sciences to Staffing to Pharmaceuticals and beyond.  

Here are some things you will tackle:

  • 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 to ensure strong renewal rates.
  • 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 maintain regular check-ins to align on strategy and report on account health, trending, and any new client goals or objectives.     
  • Onboard and train new users to ensure maximum value is achieved from the product and pursue opportunities for value capture.             
  • Coordinate additional products and services for our customers.  Work with relevant partners in Sales, Professional Services, Product, and Integration to ensure the customer's success measures are met.      
  • Effectively identify at risk accounts and create intervention plans.


What you’ll need:

  • Bachelor’s Degree (or equivalent 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 identifying, managing and mitigating at-risk customer churn.

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

Definitive Hiring Philosophy

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!