At Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow's healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where to go next.
Our employees are kind, collaborative, energetic, approachable and driven. On top of that, we value the unique perspectives, backgrounds and voices of our employees. Why? Because their diverse experiences drive new ideas and help us build a better community.
For over 10 years, we've built a collaborative culture driven by employees who share a passion for improving the healthcare ecosystem, enjoy giving back to the local community and value diversity and inclusion.
One of the hallmarks of our culture is our commitment to community service. Through the DefinitiveCares program, employees can work with their choice of more than 40 charitable organizations, supporting causes from hunger and homelessness to healthcare, LGBTQ+ issues, racial justice, women's initiatives and more. 2021 marked the sixth year that we had 100% employee participation in DefinitiveCares.
We also provide a range of opportunities for employees to connect with each other. Employees can join any of our employee run affinity groups supporting causes such as women's empowerment, LGBTQ+, Black, indigenous and people of color (BIPOC), disabilities and working parents and potential for many more. Affinity groups often enable greater education companywide through training, events and speaker series.
We're also a great place to work. For five years in a row, we've been recognized by the Boston Business Journal and the Boston Globe as a best place to work in Massachusetts. In 2022, Energage recognized us for Culture Excellence in Compensation & Benefits, Innovation, Great Leadership, Purpose & Value and Work-Life Flexibility!
Think you'd be a good addition to our team? Explore our available positions here. We'd love the chance to get to know you.
Your challenge:
As a Senior Manager of Customer Success, you will lead a team of major and strategic Customer Success Managers (CSMs) within our Life Sciences vertical, focusing on driving Gross Dollar Retention (GDR) and ensuring long-term customer success. You will play a pivotal role in developing and refining customer success strategies that drive revenue retention, customer satisfaction, and value delivery.
The ideal candidate has experience in Biopharma or Med Tech, a proven track record of building and leading high-performing teams, and exceptional communication skills with the ability to engage stakeholders at all levels, including the C-suite.
Key Responsibilities:
- Lead, mentor, coach and develop a team of CSMs, fostering a culture of curiosity, continuous improvement, and customer-centricity.
- Partner closely with an aligned AE Leader to drive account planning, risk identification, and growth opportunities within the book of business.
- Monitor key performance indicators (KPIs) to ensure customer satisfaction and optimize retention efforts.
- Analyze and report on account health, trends, and customer progress toward value realization and outcomes.
- Oversee data analysis and business case development to guide customer success initiatives.
- Implement and refine customer success best practices, both internally for the team and externally for clients.
- Stay informed on industry trends and customer success innovations to identify training needs and process improvements.
- Provide strategic updates to senior leadership on progress, challenges, and opportunities.
- Manage day-to-day people leadership, including performance management and employee development in collaboration with HR partners.
What you will need :
- Bachelor's degree (or equivalent experience) in a related field.
- 3+ years of experience in Biopharma or Med Tech, with a strong understanding of the data and analytics required to bring new drugs, therapies, or medical devices to market.
- 3-5 years of management experience, leading and developing customer success or account management teams.
- 5-7 years of experience in Customer Success or Account Management roles.
- CX certification and/or experience working in ChurnZero or other CS platforms is preferred.
- A strategic mindset with the ability to drive customer value and business outcomes.
- Energy, empathy, and enthusiasm, with a passion for delivering exceptional customer experiences.
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 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!
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 with an @definitivehc.com email address. We will never request any money transfer or purchase of equipment with a promise of reimbursement. If you receive any suspicious communications, please reach out to [email protected] to confirm your status in the application process.
