Customer Success Manager

Definitive Healthcare is a leading provider of healthcare data and analytics solutions, helping clients make smarter decisions.

The Customer Success Manager (CSM) is responsible for the overall success and health of the customers in their book. The role focuses on supporting clients to achieve their goals, acting as a customer advocate and streamlining the customer experience. The CSM works with subject matter experts, technical resources, and support staff to ensure successful delivery and adoption of our solutions.

• Build partnerships within your assigned book of business and proactively anticipate customer needs.
• Drive consistent product adoption and engagement, working to achieve expected outcomes and provide an excellent customer experience.
• Effectively 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 engage at all levels of our customer teams, focusing on strategy, account health, and new client goals.
• Consistently document customer data that provides a holistic view of customer health and potential opportunities.
• Coordinate with the Customer Training team to ensure new users are onboarded and quickly adopt the product.
• Work with partners in Sales, Strategic Solutions, and Product to ensure the success measures are met.
• Identify at‑risk accounts and create intervention plans, supplementing pre‑determined playbooks with individually created strategic goals.
• Maintain working knowledge of the product portfolio related to customers’ use cases and understand the priorities of stakeholders to support business objectives.
• Manage an effective account executive relationship that is a true partnership.
• Educate customers so you are viewed as a partner, problem solver, and enabler.
• Provide scalability, setting realistic expectations with customers for success.
• Identify key decision makers within a company and its subsidiaries.

• 3–5 years of client‑facing experience.
• Experience supporting a technical product.
• Ability to learn new concepts quickly.
• Strong attention to detail.
• Energy, humor, compassion, and enthusiasm.
• Experience working with customers in the Healthcare industry is a plus.

• Client‑facing experience driving engagement and addressing customer inquiries.
• Adept at working within a team toward a shared goal.
• Experience in project management, balancing competing needs and priorities.
• Experience in identifying, managing, and mitigating at‑risk customer churn and escalating customer issues.
• Demonstrated success in understanding customer’s unique industry and business.

The salary range for this position is $65,000 – $123,000 per year, contingent on relevant experience, skills and qualifications. In addition, employees may be eligible for a bonus or commission plan. The company offers a comprehensive benefits package, including medical, dental, vision coverage, unlimited paid time off, and a 401(k) plan with employer contribution.

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. All communications regarding the hiring process will come from a corporate recruiter or coordinator. Please direct any questions to