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Manager of Customer Success

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 Globe as the #3 Best Place to Work, and by the Boston Business Journal as the 10th fastest growing private company in Massachusetts and ranked #611 nationally on the Inc. 5000 list; Definitive has more than doubled in size in the past 2 years to almost 250 employees. Our expansion has created the need for a Manager of Customer Success to join our team. 

Your challenge: 

As a Manager of Customer Success with Definitive Healthcare your mission will be to lead a small team of Customer Success Managers to deliver the ideal experience through our customer’s lifecycle. Your team is responsible for the customer relationship, and growth across our existing customer base. You must have outstanding communication skills and the ability to pick up new things quickly. 

Here are some things you will tackle: 

  • Manage day-to-day operations, goal setting, career development, performance management, and growth of team members 

  • Supporting and directing both new and experienced CSMs in strategies to build lasting relationships with customers 

  • Partner with departments to determine solutions on training and on-boarding initiatives for CSM team members  

  • Guide, maintain and implement Customer Success best practices 

  • Provide regular updates to management on progress of projects and initiatives, escalate to management when necessary 

  • Oversee comprehensive data analysis and business case development for clients 

What you’ll need: 

  • BA/BS from a 4-year University  

  • 3 – 5 years of management experience 

  • 5 – 7 years of Customer Success or Account Management experience 

  • Experience working effectively with all levels of management 

  • Demonstrated ability to lead a Customer Success or Account Management team 

  • Proven ability to develop and coach consultative engagement skills 

  • Ability to learn new concepts quickly, with the ability to also roll up your sleeves and an orientation towards achieving client solutions 

  • Experience in handling of client escalations 

  • Energy, humor, compassion, and enthusiasm 

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