Lead Customer Engagement Manager
About The Position
As a Lead Customer Engagement Manager at Definitive Healthcare, you serve as the strategic owner of customer outcomes and net dollar retention (NDR) for a portfolio of life sciences customers. Acting as a trusted advisor and the primary post-sale control point, you guide customers in applying healthcare commercial intelligence to their most critical business initiatives—driving adoption, demonstrating measurable impact, and expanding the partnership over time. In this role, you will bring a consultative and outcomes driven approach, combining customer savviness with a strong understanding of life sciences workflows and how data and analytics can influence strategy and drive measurable impact. You will work to coordinate across Commercial, Medical, Market Access, Marketing, R&D, and HEOR teams within your accounts to drive engagement, ensure alignment to business priorities, and connect customer needs with the full Definitive Healthcare ecosystem—including Advanced Analytics, SMEs, Product, and Sales.
Requirements
- 7+ years of deep experience as Customer Success Manager or Consultant servicing life sciences customers
- Demonstrated ability to retain and grow a portfolio of enterprise customers, with a track record of driving renewals and expansion through value realization, executive engagement, and consultative account leadership.
- Demonstrated success in influencing technical and non-technical stakeholders across all levels—including C-suite executives—by translating complex concepts into clear, strategic insights.
- Strong understanding of life sciences data domains and coding standards, including claims, EMR, lab, SDOH, clinical trials, genomics, KOLs, ICD, CPT/HCPCS, NDC, and their application in bringing therapies to market.
- Proficiency with analytics platforms (e.g. SQL, Python, Databricks, Snowflake, Tableau, APIs) and modern cloud infrastructure (AWS, Azure, GCP).
Nice To Haves
- Experience supporting BioPharma or MedTech functions such as Commercial Strategy, Medical Affairs, HEOR, Market Access, or R&D strongly preferred.
Responsibilities
- Partner with Account Management to accelerate adoption and retention of Definitive Healthcare’s data products and services across life sciences customers by applying domain and product expertise and to customer-specific challenges and workflows.
- Lead end-to-end onboarding by aligning stakeholders on strategic goals, prioritizing high-value use cases, and guiding implementation, training, and early-stage adoption.
- Provides actionable thought leadership by connecting domain expertise to real-world business challenges, helping customers maximize their usage of healthcare commercial intelligence.
- Deliver strategic insights during QBRs and executive conversations by demonstrating measurable outcomes driven by product usage, analytics, and services.
- Design value roadmaps that align with evolving business objectives and market trends to proactively identify expansion opportunities.
- Monitor customer engagement data, usage patterns, and health scores to proactively address risks and opportunities, and design proactive strategies to drive retention and growth.
- Oversee end-to-end delivery of advanced analytics, data integration, or other services projects — coordinating internal teams, managing timelines, and ensuring business impact.
- Collaborate cross-functionally with Product, Sales, and Marketing to inform product roadmap priorities, go-to-market positioning, and strategic enablement initiatives.
- Contribute to internal capability building by leading training sessions, creating reusable assets, and fostering a culture of excellence across Customer Experience and adjacent teams.
Benefits
- All employees are eligible for a comprehensive benefits package, including medical, dental, and vision coverage, unlimited paid time off, and participation in the company’s 401(k) plan with employer contribution.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
