Customer Success Manager

Definitive Healthcare is a data-driven company focused on the healthcare sector, aiming to empower clients with intelligence for better decision-making. They are seeking a Customer Success Manager to enhance customer experience, ensure product adoption, and drive engagement within a growing client base.

Responsibilities:

• 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
• Coordinate 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

Requirements:

• 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
• 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