Principal Customer Success Manager

Definitive Healthcare is a data analytics company focused on the healthcare sector, helping customers achieve success through actionable insights. The Principal Customer Success Manager will serve as the strategic owner of customer outcomes for a portfolio of life sciences clients, guiding them in applying healthcare commercial intelligence to drive adoption and measurable impact.

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