Customer Success Manager (Partners)

Here is a remarkable chance for you to join a thriving Healthcare IT company with established products, prestigious clients, substantial revenue, blue-chip institutional investors, and continuous growth.  At DrFirst, you will collaborate with brilliant minds, tackling unique healthcare challenges on an unprecedented scale.  Our culture is entrepreneurial, collaborative, and fast-paced—ideal for those who seek personal and professional growth while working alongside intelligent colleagues. If you're enthusiastic about pushing your limits, unlocking your potential, and thriving in a dynamic team, we're eager to connect with you!

The Customer Success Manager (CSM), is responsible for cultivating and maintaining strong relationships within the Partner Solutions accounts, ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside Channel Management, Customer Support, Product Management, and accounting teams to ensure our services are delivered successfully. The ideal candidate should have some experience in Customer Success Management, supporting high customer renewal rates because of ongoing customer engagement, product expertise, and strong communication skills.

Who will love this job:

• A leader who works with purpose and passion; someone who will elevate our team through new perspectives, ideas, and solutions.
• A strategic thinker who will set goals that align with company initiatives and be able to make positive contributions to strategic decisions.
• An effective problem solver who relies on good ideas and collaborative style, to align internal and external teams and who can work through issues with business partners to achieve desired outcomes.
• A curious mind who is as excited to learn about the latest CSM best practices as you are to learn the latest news about your favorite hobby.

What you’ll do:

• Work closely with each account’s Channel Manager to align on needed escalation involvement, prioritization, and resolution status.
• Cultivate strong relationships with DrFirst internal teams and with customers to own full resolution of escalated issues impacting customers’ success with DrFirst’s solutions. Success measured through NPS, VOC and other metrics that measure customer sentiment.
• Work closely with the Channel Management, Learning Services, and Project Management Office and share customer insights that inform additional sales opportunities. Such insights include what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes to ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale

• Undergraduate degree
• Experience in healthcare B2B market preferred
• 2 years of experience in Customer success / account management / customer support for SaaS based B2B/B2B2C capacity
• Demonstrated quick study of new tools and existing processes
• Outstanding client service and relationship building.  This role requires strong client-facing expertise.
• Ability to defuse escalating client issues and bring together multi-disciplinary teams to resolve
• Understanding of DrFirst’s technical and competitive landscape along with our specific market
• Adept at building rapport and creative risk taking

• 5% Travel (annual on sites, customers forums, as opportunities arise)
• 95% Remote

We offer comprehensive benefits to keep you healthy as you grow in your life and career. Your merit-based compensation will reflect the impact your work has on the company and our customers.

Learn more about our benefits and professional development opportunities here.