Customer Success Manager

Definitive Healthcare - Framingham, MA

Full-time - Entry Level

Remote - Framingham, MA

Publishing Industries

About the position

The Customer Success Manager (CSM) at Definitive Healthcare is responsible for ensuring the overall success and health of customers within their assigned book of business. This role focuses on supporting clients in achieving their goals, acting as a customer advocate, and streamlining the customer experience. CSMs collaborate with various teams to ensure successful delivery and adoption of the company's solutions, driving product engagement and addressing customer needs proactively.

Responsibilities

• 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.
• 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 and account health, and any new client goals or objectives.
• Consistently document customer data that provides a holistic view of the customers health and potential opportunities.
• Coordinate with the Customer Training team to ensure they effectively onboard new users and quickly drive adoption of the product.
• Work with relevant partners in Sales, Strategic Solutions, and Product to ensure the customers success measures are met.
• Effectively identify at risk accounts and create intervention plans. Supplement pre-determined playbooks with individually created strategic goals.

Requirements

• High school diploma or GED equivalent
• 2-3 years' experience in a client facing role
• 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 in project management, effectively balancing competing needs and priorities.
• Experience effectively identifying, managing, and mitigating at-risk customer churn and escalation of customer issues.
• Demonstrated success in understanding customer's unique industry and business.

Nice-to-haves

• Experience working with customers in the Healthcare industry preferred.

Benefits

• Competitive benefits package including great healthcare benefits and a 401(k) match
• Flexible and dynamic culture
• Opportunities for community service through Definitive Cares program
• Employee run affinity groups supporting various causes
• Recognition as a best place to work in Massachusetts for five consecutive years