[Hiring] Senior Customer Success Manager @Definitive Healthcare, US

Role Description

The Senior Customer Success Manager owns the end-to-end customer experience and net dollar retention (NDR) for a portfolio of enterprise life sciences customers at Definitive Healthcare. Serving as the primary post-sale point of contact, this role drives product adoption, documents measurable ROI, and directly influences renewal and expansion outcomes. Success in this role is measured by renewal rates, expansion revenue, and the strength of documented ROI across the portfolio.

What you'll do:

• Customer Lifecycle Ownership: Own the customer experience across the full lifecycle, including onboarding, adoption, renewal, and expansion, with each stage tied to a clear, documented business outcome.
• Value-Selling & ROI Documentation: Apply value-selling methodology to build and maintain account-level business cases that quantify the ROI delivered through product usage, analytics, and services.
• Onboarding Leadership: Lead onboarding by aligning stakeholders on priority use cases and setting measurable adoption targets from day one.
• Executive Business Reviews: Run QBRs and executive reviews centered on documented value, with strategic roadmaps, outcomes achieved, and ROI realized.
• Renewal Risk Management: Proactively identify and neutralize renewal risk by deploying risk mitigation strategies that protect NDR before risk is communicated.
• Renewal & Expansion Strategy: Own the renewal narrative by translating delivered value into a renewal/expansion business case, partnering with Account Management to directly influence renewal decisions and negotiate expansion.
• Account Value Roadmapping: Maintain a living value roadmap per account, including key stakeholder mapping, to proactively identify expansion opportunities backed by documented ROI.
• Cross-Functional Coordination: Coordinate across Product, Sales, Marketing, Advanced Analytics, and subject matter experts to resolve customer needs quickly and consistently.

Qualifications

• 5-7+ years of deep experience as a Customer Success Manager, ideally within a DaaS, pharmaceuticals, or consulting environment.
• Demonstrated strategic ownership of a $5M+ enterprise book of business, with accountability for renewal and net dollar retention (NDR) targets across the portfolio.
• Proven track record using value-selling and ROI documentation to retain and grow an enterprise portfolio at 95%+ NDR.
• Ability to operate as a credible, strategic counterpart to customer C-suite stakeholders.
• Strong understanding of life sciences workflows (Commercial, Medical, Market Access, Marketing, R&D, HEOR) and the ability to connect data adoption to quantifiable business outcomes.
• This is a quota/NDR-accountable individual contributor role; the job description does not indicate people-management responsibility.

Requirements

• Compensation range: $92,800 - $139,200 per year, based on relevant experience, skills, and qualifications.
• Eligibility for a company bonus or commission plan, depending on the position.
• Comprehensive benefits package, including medical, dental, and vision coverage, unlimited paid time off, and participation in the company’s 401(k) plan with employer contribution.

Benefits

• Industry leading products
• Work hard, and have fun doing it
• Incredibly fast growth means limitless opportunity
• Flexible and dynamic culture
• Work alongside some of the most talented and dedicated teammates
• Definitive Cares, our community service group, gives all of us a chance to give back
• Competitive benefits package including great healthcare benefits and a 401(k) match