Senior Customer Success Manager

DrFirst, Inc. is a Healthcare IT company that has been empowering providers and patients for 25 years through intelligent medication management. The Senior Customer Success Manager will be responsible for driving long-term customer satisfaction and retention across strategic partner accounts, acting as a trusted advisor and collaborating with internal teams to maximize customer value.

Responsibilities:

• Serve as the primary point of contact and strategic advisor for a portfolio of high-impact Partner Solutions accounts, ensuring long-term customer satisfaction and retention
• Lead executive business reviews and ongoing success planning for assigned accounts, communicating the value delivered and identifying expansion opportunities
• Drive account health monitoring through structured plans, touchpoints, risk mitigation, and stakeholder engagement strategies
• Partner closely with Channel Managers to escalate, prioritize, and resolve issues, ensuring a coordinated and unified customer experience
• Share actionable insights and trends with internal teams to influence product innovation, user experience, onboarding, and customer lifecycle strategies
• Develop and continuously improve scalable playbooks, best practices, and reporting that optimize customer success operations across the Partner Solutions group
• Act as a mentor and resource for junior Customer Success Managers, helping to level up team capabilities and performance
• Serve as a voice of the customer to influence internal roadmap, processes, and support models that meet the evolving needs of enterprise customers

Requirements:

• Bachelor's degree required; Master's degree a plus
• 7+ years of experience in Customer Success, Account Management, or Strategic Partnerships, preferably in a B2B or B2B2C SaaS environment
• Proven ability to manage and grow complex enterprise or partner accounts across cross-functional teams
• Exceptional communication and executive presence, with experience presenting to senior leadership and customer stakeholders
• Demonstrated success managing renewals, expansions, and customer satisfaction in high-touch environments
• Skilled in using CRM and Customer Success tools (e.g., Salesforce, Gainsight, Totango) and creating data-driven reports
• Ability to lead through ambiguity and drive continuous improvement in a fast-paced environment
• Collaborative and empathetic leadership style, with a track record of influencing without authority
• Strong understanding of the healthcare or health tech ecosystem
• Experience in B2B2C or channel partner-driven customer success models
• Familiarity with medication management, ePrescribing, or clinical workflow solutions