Senior Customer Success Manager

DrFirst, Inc. is a Healthcare IT company that empowers providers and patients to achieve better health through intelligent medication management. The Senior Customer Success Manager is responsible for overseeing complex customer programs and delivering exceptional service to Pharma customers, combining high-level relationship management with operational oversight.

Responsibilities:

• Lead day-to-day client communications with professionalism and clarity, ensuring all interactions advance client objectives
• Develop and maintain a deep understanding of client businesses, brands, and industry dynamics
• Serve as the primary point of contact for executive-level client relationships
• Anticipate client needs and proactively address potential challenges
• Provide strategic oversight of Pharma client programs, ensuring alignment with contractual commitments and service level agreements
• Balance detailed project execution with big-picture strategic thinking to optimize program outcomes
• Utilize project management tools and client-facing dashboards to maintain transparency in project status
• Coordinate with internal teams to ensure the timely delivery of all client commitments
• Prepare and lead client calls with comprehensive agendas developed in collaboration with stakeholders
• Demonstrate subject matter expertise while facilitating productive client discussions
• Prepare executive-level presentations tailored to specific client needs and audiences
• Communicate complex technical concepts in accessible, business-focused language
• Maintain accuracy and currency of internal systems (project management, CRM, analytics platforms)
• Establish and execute processes for content requests, regulatory submissions, and program launches
• Monitor program performance and identify anomalies for prompt investigation and resolution
• Ensure adherence to all internal processes and service level agreements
• Oversee the preparation and delivery of client reporting, providing strategic insights and recommendations
• Collaborate with analytics teams to develop meaningful measurements and assessments
• Evaluate the scope and feasibility of ad hoc client requests, escalating when appropriate
• Present complex analytical findings to clients in clear, actionable formats
• Foster cross-functional collaboration between business development, operations, and technical teams
• Participate in strategic discussions regarding product development and process improvement
• Maintain awareness of Pharma and Healthcare industry trends and competitive landscape

Requirements:

• 8-12 years of progressive customer service or client management experience
• Experience in regulated industries (pharmaceutical, healthcare) strongly preferred
• Proven experience working with executive-level clients on long-range planning and innovation strategy
• Skilled in introducing innovative commercial offerings to a broad and diverse market landscape
• Strategic Thinking: Ability to balance tactical execution with long-term strategic objectives
• Communication Excellence: Outstanding written and verbal communication skills with the ability to influence at all organizational levels
• Project Management: Proven track record managing complex, multi-stakeholder initiatives
• Analytical Acumen: Strong analytical skills with the ability to derive insights from data and present findings clearly
• Attention to Detail: Meticulous approach to work quality with strong organizational skills
• Industry Knowledge: Deep understanding of client industries and regulatory requirements
• Proficiency with project management tools (Jira, SharePoint, etc.)
• Experience with CRM and customer success platforms
• Advanced presentation skills (PowerPoint, data visualization tools)
• Working knowledge of analytics and reporting platforms
• Bachelor's degree required
• MBA or advanced degree preferred