[Hiring] Senior Customer Success Manager @Definitive Healthcare

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. The Senior CSM combines a structured, value-selling methodology with deep life sciences industry knowledge to connect data adoption to business outcomes customers can see and quantify, coordinating across Commercial, Medical, Market Access, Marketing, R&D, and HEOR teams within assigned accounts. Operating as a credible, strategic counterpart to customer C-suite stakeholders, the role carries direct accountability for a $5M+ enterprise book of business and a 95%+ NDR target. 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.

Benefits

• The salary range for this position is $92,800 - $139,200 per year.
• Employees may also be eligible to participate in a company bonus or commission plan.
• All employees are eligible for a comprehensive benefits package, including medical, dental, and vision coverage.
• Unlimited paid time off.
• Participation in the company’s 401(k) plan with employer contribution.

Company Description

At Definitive Healthcare (NASDAQ: DH), we’re passionate about turning data, analytics, and expertise into meaningful intelligence that helps our customers achieve success and shape the future of healthcare. We empower them to uncover the right markets, opportunities, and people—paving the way for smarter decisions and greater impact.

Headquartered just outside of Boston, Massachusetts, Definitive Healthcare operates across North America, Europe, and India, supporting a growing global client base of more than 2,400 customers since our founding in 2011.

We foster a collaborative, inclusive culture where diverse perspectives drive innovation.