For 25 years, DrFirst has empowered providers and patients to achieve better health through intelligent medication management. We improve healthcare workflows and help patients start and stay on therapy with end-to-end solutions that enhance prescription access, affordability, and adherence. Our solutions help 100 million patients a year and are used by more than 420,000 prescribers, 71,000 pharmacies, 270 EHRs and health information systems, and over 2,000 hospitals in the U.S. This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. Here you'll get to work with some of the smartest and most interesting people around; solving unique and complex challenges in healthcare on a scale matched by a few companies. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, care about working with smart colleagues; we want to talk to you!

The Tech Touch Customer Success Manager (CSM) will lead the design, launch, and
execution of a net-new, reactive-only support and monitoring initiative. This role combines
scaled customer engagement with strategic account oversight and is ideal for someone who
thrives at the intersection of technology, customer experience, and operational excellence.
This role is uniquely positioned to shape how we deliver value to customers who don’t require a
high-touch model but still expect excellence and results. The Tech Touch CSM will also manage
a select portfolio of strategic high-touch accounts, offering personalized support to maximize
impact where it matters most.

Who Will Thrive in This Role

• A creative problem solver who sees opportunity in ambiguity and thrives in building
programs from the ground up.
• A strategic thinker with experience in customer lifecycle management across both hightouch and tech-touch models.
• A proactive communicator who can balance automation with human connection and
knows how to scale empathy through systems.
• A cross-functional collaborator who energizes teams and aligns stakeholders around
customer outcomes.
• A lifelong learner who embraces experimentation and continuous improvement.

• Program Ownership & Innovation
-Design and launch the reactive-only support and monitoring program,
building from the ground up to scale support across mid-to-low-touch customer
segments.
-Develop smart workflows, tech-enabled monitoring systems, and health metrics to
identify risks and proactively mitigate issues—even in a reactive model.
-Continuously iterate and improve touchpoints using automation, data insights, and
lightweight interventions.

• Customer Engagement & Strategy
-Serve as the primary contact for a set of strategic high-touch accounts,
understanding their goals, driving adoption, and aligning DrFirst solutions to their
outcomes.
-Conduct business reviews, provide product insights, and share success metrics
with stakeholders.
-Act as a trusted advisor, identifying opportunities to expand the value customers
receive from DrFirst solutions.

• Cross-Functional Collaboration
-Work closely with Sales, Product, Support, and Marketing to ensure customer
feedback is shared and integrated into roadmap planning and service
improvements.
-Contribute to internal feedback loops that refine how we define, measure, and
drive success across customer segments.

• Creative Insight & Scalable Impact
-Champion a data-informed, digital-first approach to customer success—
leveraging tools like customer health scores, in-app messaging, and CRM-driven
workflows.
-Think creatively to develop campaigns, content, and touchpoints that are
personalized, yet scalable.
-Contribute to the long-term strategy of our Customer Success organization by
piloting innovative initiatives and sharing learnings.

• 5+ years of experience in Customer Success or a related role, preferably within healthcare
  or health IT.
• Experience managing both tech-touch and high-touch customer models.
• Strong understanding of healthcare provider environments, including clinical workflows
  and EMRs.
• Proven track record of launching or owning customer engagement programs at scale.
• Excellent communication and documentation skills, with the ability to influence internal
  and external stakeholders.
• Ability to balance detail-orientation with big-picture strategy.
• Comfort operating independently in a fast-paced, entrepreneurial environment.
• Willingness to travel occasionally for key account visits or team offsites.
• Bonus Points for:
  • Experience using tools like PlanHat, Gainsight, Salesforce, Mixpanel, or other customer
  success platforms.
  • Prior success building health monitoring frameworks or automated lifecycle programs.
  • Familiarity with agile methodology and iterative program design.
  • Growth Mindset

• Competitive compensation, with a base salary of $100,000 - $130,000 (Exact compensation may vary based on skills and experience)
• Eligible for Company Performance-based Bonus Program, based on individual and company performance
• Medical, dental, and vision insurance
• 401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3-year vesting schedule
• HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year
• 100% company paid short and long-term disability, AD&D, and group life insurance
• Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days
• Employee Assistance Program
• Continuing Education funds up to $1500 annually for eligible programs after 1 year of service
• Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances

DrFirst is committed to being a Remote-First company, creating a dynamic and flexible workplace where everyone can thrive, no matter where they log in from. Check out our approach to remote work https://drfirst.com/company/about-us/careers/.

Our recruitment process at DrFirst is straightforward and secure. You will only be contacted by our recruitment team through an official @drfirst.com email address. We will never ask you for payment or sensitive personal information, such as your social security number or banking details, at any stage of the hiring process. Additionally, we will not request that you purchase equipment or accept e-checks or checks for deposit. If you encounter any communications claiming to be from DrFirst that seem suspicious, please contact our recruitment team directly at recruiter@drfirst.com to verify the message's authenticity. Your security is important to us! 

Learn more about our benefits and professional development opportunities https://drfirst.com/company/about-us/careers/the-perks/.