Customer Success Manager

About the role

The Customer Success Manager (CSM) is responsible for the 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 streamline the customer experience. 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.

What You’ll Do

• 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
• Cook up 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

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 business objectives
• Managing an effective Account Executive relationship that is a true partnership
• Educating customers so you are viewed as a partner, problem solver and enabler
• Scalability, setting realistic expectations with customers for success
• Identifying key decision makers within a company and its subsidiaries

What You'll Bring

• 3-5 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 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 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

Compensation and Benefits

The salary range for this position is $65,000 - $123,000 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 company’s 401(k) plan with employer contribution.