Customer Success Manager

About Definitive Healthcare :

At Definitive Healthcare (NASDAQ: DH) were passionate about turning data analytics and expertise into meaningful intelligence that helps our customers achieve success and shape the future of healthcare. We empower them to uncover the right markets opportunities and peoplepaving the way for smarter decisions and greater impact.

Headquartered just outside of Boston Massachusetts Definitive Healthcare operates across North America Europe and India supporting a growing global client base of more than 2400 customers since our founding in 2011.

Were also a great place to work. In 2024 and 2025 we earned multiple workplace honors including Built Ins 100 Best Places to Work in Boston (both years) a Stevie Bronze Award for Great Employers and recognition as a Great Place to Work in India.

We foster a collaborative inclusive culture where diverse perspectives drive innovation. Through programs like DefinitiveCares and our employee-led affinity groups we strive to promote connection education and inclusion.

About the Role:

Our expansion has created the need for an energetic and motivated Customer Success Manager to join our Customer Experience Team. If you would like to work at a fast-paced company that is experiencing high growth keep reading!

The Customer Success Manager (CSM)is responsible forthe overall success and health of the customers in their book. This individual will focus on supporting our clients in achieving their goals. They will act as a customer advocate within the organization and streamlinethe customerexperience. CSMs will work with a team of subject matter experts technical resources and support staff to ensure successful delivery and adoption of the Definitive Healthcare solutions.

WhatYoullDo

• Build partnerships within your assigned book of business and look for opportunities to proactivelyanticipatecustomer needs
• Drive consistent product adoption and engagement work to achieve their expected outcomes and provide an excellent customer experience
• Effectively segment your book of business and create engagement strategiescommensuratewith 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 and account health and any new client goals orobjectives
• Consistently document customer data thatprovidesa holistic view of the customers health and potential opportunities
• Coordinate with the Customer Training team to ensure they effectively onboardnew usersand quickly drive adoption of the product
• Work with relevant partners in Sales Strategic Solutions and Product to ensure the customers success measures are met
• Effectivelyidentify atrisk accounts and create intervention plans. Supplement pre-determined playbooks with individually created strategic goals

Key Challenges:

• Working knowledge of the product portfolio related to their customers use cases and understanding the priorities of a broad range of stakeholders to support various businessobjectives
• Managing an effective Account Executive relationship that is a true partnership
• Educating customers so you are viewed as a partner problemsolverand enabler
• Scalability setting realistic expectations with customers for success
• Identifyingkey decision makers within a company and its subsidiaries

What YoullBring

• 3-5years experience in aclient facingrole
• Experience working in customer support for a technical product
• Superior communication skills
• 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

Critical 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 competingneedsand priorities
• Experience effectivelyidentifying managing and mitigating at-risk customer churn andescalation ofcustomer issues
• Demonstrated success in understanding customers unique industry and business

Compensation and Benefits

The salary range for this position is $65000 - $123000 per year which represents the base pay the company reasonably and in good faith expects to pay for this role. Actual pay within this range will be determined based on factors such as relevant experience skills and qualifications.

Depending on the position employees may also be eligible to participate in a company bonus or commission plan. All employees are eligible for a comprehensive benefits package including medical dental and vision coverage unlimited paid time off and participation in the companys 401(k) plan with employer contribution.

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 dont fit all of these qualifications but believe youre 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 youre 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 using an @ email address. We do not advertise open roles on Facebook and will never request money transfers or ask candidates to purchase equipment with a promise of reimbursement. If you receive any suspicious communication please contact to verify your status in the application process.

Required Experience:

Manager