Customer Engagement Manager, Provider

Definitive Healthcare, US-posted 4 months ago

Full-time • Mid Level

Framingham, MA

501-1,000 employees

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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.

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.

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.

Competitive benefits package including great healthcare benefits and a 401(k) match.
Flexible and dynamic culture.
Incredibly fast growth means limitless opportunity.
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.

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