Senior Customer Success Manager

About

Definitive Healthcare:

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’re also a great place to work.

In 2024 and 2025, we earned multiple workplace honors, including Built In’s 100 Best Places to Work in Boston (both years), a Stevie Bronze Award for Great Employers, and recognition as a Great Place to Work in India.

We foster a collaborative, inclusive culture where diverse perspectives drive innovation. Through programs like DefinitiveCares and our employee-led affinity groups we strive to promote connection, education, and inclusion.

About the position:

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.

What you'll need:

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.

What our Employees are saying about us on Glassdoor:

• “Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed.”
• -Business Development Manager
• “Great team. Amazing growth. Employees are treated very well.”
• -Research Analyst
• “I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there.”
• -Profile Analyst
• If you don’t fit all of these qualifications, but believe you’re still a great fit, feel free to apply and tell us why in your cover letter.
• If you are a California, Colorado, New York City or Washington resident and this role is a remote role, you can receive additional information about the compensation and benefits for this role, which we will provide upon request.
• Definitive Hiring Philosophy
• Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status. If you’re interested in working in a fast growing, exciting working environment – we encourage you to apply!
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• Please note: All communications regarding the hiring process at Definitive Healthcare will come directly from one of our corporate recruiters or coordinators using an @definitivehc.com email address. We do not advertise open roles on Facebook and will never request money transfers or ask candidates to purchase equipment with a promise of reimbursement. If you receive any suspicious communication, please contact careers@definitivehc.com to verify your status in the application process.