Customer Success Manager

DrFirst is a healthcare IT company that provides intelligent medication management and clinical workflow solutions. The Customer Success Manager will own customer accounts from go-live through renewal and growth, driving adoption, expansion, retention, advocacy, and clinical value for Backline, its clinical communication and workflow orchestration platform.

Responsibilities:

• Partner with Implementations to take new clients from deployment to a working clinical workflow, ensuring each account reaches real adoption, not just a go-live date
• Define what success looks like for each customer and hold stakeholders on both sides accountable for getting there
• Recognize early when an account is not gaining traction and work with Product, Support, and clinical SMEs to get it unstuck
• Build and maintain trusted relationships with clinical, operational, and executive stakeholders so accounts do not rest on a single champion
• Understand how each customer uses the platform, where they get value, and where they could get more
• Identify opportunities to expand usage across new departments, additional workflows, and product upgrades, and guide customers through that journey
• Own renewal outcomes for your accounts, engaging well ahead of the renewal date and keeping a clear view of account health
• Track opportunities and account activity in Salesforce and contribute to pipeline and renewal reporting
• Capture client outcomes and help turn them into case studies, reference stories, and proof points that help the team sell
• Develop reference relationships and generate warm introductions and peer referrals from customers who had a genuinely good experience
• Collaborate with Marketing on content, webinars, and campaigns grounded in real client experience
• Serve as the clinical and operational lens on your accounts for Product, Sales, and Marketing, translating what you hear into something the team can act on
• Bring recurring customer feedback into roadmap and positioning conversations so what we build reflects what healthcare organizations actually need
• Help develop clinical use cases and ROI narratives that demonstrate Backline’s value in language healthcare leaders understand
• Use AI tools daily for account research, pre-call preparation, QBR content, renewal proposals, and spotting adoption trends in usage data
• Build and refine AI workflows that surface signals from transcripts, tickets, and usage data so you stay ahead of issues and opportunities
• Stay curious and current on AI developments in healthcare and business productivity, and bring new ideas and tools to the team
• Help identify where AI can improve how the team works across onboarding, reporting, and customer engagement

Requirements:

• • Client-facing experience where you were accountable for an outcome you did not fully control. You should know what it feels like to own something
• • Customer-facing experience gained informally counts: charge nurse, unit champion, super user, vendor liaison, or clinical educator
• • Genuine interest in healthcare organization operations and clinical workflow: care transitions, discharge, consults, referrals, and case management
• • Comfortable using and experimenting with AI tools such as Claude, ChatGPT, or Copilot as part of how you work, not just aware of AI but actively using it
• • Strong communicator who can connect with clinical end users, department heads, and C-suite executives with equal ease
• • Comfortable with data. You can read a usage trend and turn it into a conversation a client wants to have
• • Self-starter who works well with autonomy and is comfortable wearing multiple hats in a small, fast-moving team
• • Collaborative and coachable, eager to build depth in customer success, account growth, and clinical product strategy
• • Prolonged periods of sitting and working at a computer
• • Frequent use of a computer, keyboard, and video conferencing tools throughout the workday
• • Ability to communicate clearly by phone, video, and email with customers and colleagues
• • Occasional travel to customer sites, company meetings, or industry events, estimated at up to 15 percent
• • Ability to occasionally lift and carry up to 15 pounds, such as a laptop and materials for travel
• • Experience with EHR systems such as MEDITECH, Epic, or Cerner/Oracle Health, or other health IT platforms
• • Exposure to clinical informatics, nursing informatics, or health IT project work
• • Familiarity with Salesforce, HubSpot, or service desk tools such as Jira Service Management, Zendesk, or ServiceNow
• • Experience in a customer success, account management, implementation, or clinical sales role
• • Understanding of clinical communication workflows: secure messaging, on-call management, care coordination, and patient handoffs
• • Active clinical license such as RN or NP
• • Bachelor's degree in Nursing, Business, Healthcare Administration, Information Systems, or a related field, or an equivalent clinical credential or practical experience