Senior Customer Success Manager

Definitive Healthcare

. Own the customer experience across onboarding, adoption, renewal, and expansion, tying each stage to a documented business outcome .

Posted 10/15/2026full-timeRemote • United StatesSenior💰 $92,800 - $139,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing the customer experience across onboarding, adoption, renewal, and expansion, with a strong focus on quantifying ROI and achieving net dollar retention (NDR) targets. Proven ability to engage with C-suite stakeholders and leverage value-selling methodologies to drive business outcomes in the life sciences sector.

Highest-signal resume keywords

Customer Success ManagementValue-Selling MethodologyNet Dollar Retention (NDR)Life Sciences WorkflowsAccount Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ROI DocumentationStakeholder AlignmentBusiness Case DevelopmentAdoption Target SettingRenewal Risk MitigationAccount Value RoadmapsCustomer Experience ManagementEnterprise Portfolio ManagementQuantifiable Business OutcomesData Adoption

Soft Skills

Strategic OwnershipCredible CommunicationProactive Problem SolvingCollaboration

Industry Keywords

DaaSPharmaceuticalsConsultingCommercial WorkflowsMedical WorkflowsMarket AccessMarketingR&DHEOR

About the role

Key responsibilities & impact

Own the customer experience across onboarding, adoption, renewal, and expansion, tying each stage to a documented business outcome
Apply value-selling methodology to build and maintain account-level business cases quantifying ROI from product usage, analytics, and services
Lead onboarding by aligning stakeholders on priority use cases and setting measurable adoption targets
Run QBRs and executive reviews focused on documented value, strategic roadmaps, achieved outcomes, and realized ROI
Proactively identify and mitigate renewal risk to protect NDR
Own renewal narratives and partner with Account Management to influence renewal decisions and negotiate expansion
Maintain account value roadmaps and stakeholder maps to identify ROI-backed expansion opportunities
Coordinate with Product, Sales, Marketing, Advanced Analytics, and subject matter experts to resolve customer needs
Own end-to-end customer experience and NDR for a portfolio of enterprise life sciences customers
Serve as primary post-sale contact for enterprise customers

Requirements

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
Quota/NDR-accountable individual contributor role; no people-management responsibility indicated

Benefits

Comp & perks

Depending on the position, eligibility to participate in a company bonus or commission plan
Medical coverage
Dental coverage
Vision coverage
Unlimited paid time off
401(k) plan with employer contribution
Industry leading products
Flexible and dynamic culture
Definitive Cares community service group
Competitive benefits package including great healthcare benefits and a 401(k) match