Principal Customer Success Manager

Definitive Healthcare is a company focused on transforming data and analytics into actionable intelligence for the healthcare sector. As a Principal Customer Success Manager, you will be responsible for overseeing customer outcomes and driving retention for a portfolio of life sciences clients by leveraging healthcare commercial intelligence to support their business initiatives.

Responsibilities:

• Partner with Account Management to accelerate adoption and retention of Definitive Healthcare’s data products and services across life sciences customers by applying domain and product expertise and to customer-specific challenges and workflows
• Lead end-to-end onboarding by aligning stakeholders on strategic goals, prioritizing high-value use cases, and guiding implementation, training, and early-stage adoption
• Provides actionable thought leadership by connecting domain expertise to real-world business challenges, helping customers maximize their usage of healthcare commercial intelligence
• Deliver strategic insights during QBRs and executive conversations by demonstrating measurable outcomes driven by product usage, analytics, and services
• Design value roadmaps that align with evolving business objectives and market trends to proactively identify expansion opportunities
• Monitor customer engagement data, usage patterns, and health scores to proactively address risks and opportunities, and design proactive strategies to drive retention and growth
• Oversee end-to-end delivery of advanced analytics, data integration, or other services projects — coordinating internal teams, managing timelines, and ensuring business impact
• Collaborate cross-functionally with Product, Sales, and Marketing to inform product roadmap priorities, go-to-market positioning, and strategic enablement initiatives
• Contribute to internal capability building by leading training sessions, creating reusable assets, and fostering a culture of excellence across Customer Experience and adjacent teams

Requirements:

• 7+ years of deep experience as Customer Success Manager or Consultant servicing life sciences customers
• Demonstrated ability to retain and grow a portfolio of enterprise customers, with a track record of driving renewals and expansion through value realization, executive engagement, and consultative account leadership
• Demonstrated success in influencing technical and non-technical stakeholders across all levels—including C-suite executives—by translating complex concepts into clear, strategic insights
• Strong understanding of life sciences data domains and coding standards, including claims, EMR, lab, SDOH, clinical trials, genomics, KOLs, ICD, CPT/HCPCS, NDC, and their application in bringing therapies to market
• Proficiency with analytics platforms (e.g. SQL, Python, Databricks, Snowflake, Tableau, APIs) and modern cloud infrastructure (AWS, Azure, GCP)
• Experience supporting BioPharma or MedTech functions such as Commercial Strategy, Medical Affairs, HEOR, Market Access, or R&D strongly preferred