Customer Engagement Manager, Provider

Definitive Health Care • Framingham, MA

150d

About The Position

As a Customer Engagement Manager at Definitive Healthcare, you will help Provider clients drive value from our healthcare analytics. You'll serve as a trusted technical partner during onboarding, integration, and expansion, using your domain expertise to drive application of our data products and services to their real-world challenges. By aligning solutions with each customer's specific business objectives, operational workflows, and analytics needs, you empower organizations to activate high-impact use cases across network integrity (e.g., provider alignment, service gap detection, etc.), support targeted market growth (via service-line optimization, site selection, and more), strengthen strategic planning, and drive operational maturity. The ideal candidate combines strong client-facing experience with solid real-world data (RWD) and healthcare analytics. You thrive in a collaborative environment, working closely with Sales, Product, and Analytics teams to deliver value, retain accounts, and drive high levels of customer success and continual renewals.

Requirements

• 3+ years in a client-facing role as a CSM, Customer Service Representative, or Account Manager servicing provider customers.
• 2+ years' experience working with RWD/EMR/claims data, preferably in a delivery of analysis capacity.
• Expertise in communicating with both technical and non-technical stakeholders by helping translate complex concepts into clear, actionable recommendations.
• Solid understanding of healthcare data (e.g., open/closed claims, remittance, EMR, lab, chargemaster, SDOH, KOLs) and coding standards (e.g. DRG, ICD, HCPCS/CPT, NDC) and their application in driving business outcomes for provider organizations.
• Proficiency with analytics platforms (e.g., SQL, Tableau) and exposure to modern cloud infrastructure (e.g., AWS, Azure, GCP).
• Background supporting provider success initiatives (e.g., value-based care, population health, care transformation), with hands-on experience in digital transformation, data analytics, and/or healthcare consulting to health systems or physician organizations a strong plus.

Responsibilities

• Partner with Account Management to increase adoption and retention of Definitive Healthcare's data products and services across provider customers by applying domain and technical knowledge to customer-specific challenges and workflows.
• Deliver well-scoped and documented business development, strategy, and marketing use cases-translating complex business needs into actionable insights via SQL data transformations and interactive Tableau dashboards.
• Lead onboarding by aligning stakeholders on strategic goals, prioritized use cases, and guiding implementation, training, and early-stage adoption.
• Lead and share data-driven insights during quarterly business reviews and executive conversations by demonstrating measurable outcomes driven by product usage, analytics, and services.
• Create customer value roadmaps, align solutions to customers' business goals, and identify opportunities for expansion.
• Monitor customer engagement data, usage patterns, and health scores to surface and address early signs of risk.
• Manage the delivery of advanced analytics, data integration, or other services projects, ensuring alignment on timelines, scope, and intended business outcomes.
• Work cross-functionally with Product, Sales, and Marketing to relay client feedback and contribute to go-to-market and enablement efforts.
• Contribute to internal knowledge building by creating internal collateral and reusable assets.

Benefits

• Competitive benefits package including great healthcare benefits and a 401(k) match.
• Flexible and dynamic culture.
• Work alongside some of the most talented and dedicated teammates.
• Definitive Cares, our community service group, gives all of us a chance to give back.
• Incredibly fast growth means limitless opportunity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Number of Employees: 501-1,000 employees