Senior Customer Success Manager

DrFirst Inc.

29d•$135,000 - $165,000•Remote

About The Position

The Senior Customer Success Manager is a key member of the Partner Solutions team responsible for driving long-term customer satisfaction, retention, and growth across strategic and complex partner accounts. You will act as a trusted advisor, working cross-functionally with internal stakeholders including Channel Management, Product, Support, Learning Services, and the PMO to guide customers toward successful outcomes and maximize the value they receive from DrFirst solutions. This senior-level role is ideal for a strategic, proactive, and relationship-driven professional who thrives in a high-impact, customer-facing environment. You will help shape the evolving customer success strategy for the Partner Solutions group, define best practices, and mentor colleagues while delivering exceptional experiences to our most valued customers.

Requirements

Bachelor's degree required; Master's degree a plus.
7+ years of experience in Customer Success, Account Management, or Strategic Partnerships, preferably in a B2B or B2B2C SaaS environment.
Proven ability to manage and grow complex enterprise or partner accounts across cross-functional teams.
Exceptional communication and executive presence, with experience presenting to senior leadership and customer stakeholders.
Demonstrated success managing renewals, expansions, and customer satisfaction in high-touch environments.
Skilled in using CRM and Customer Success tools (e.g., Salesforce, Gainsight, Totango) and creating data-driven reports.
Ability to lead through ambiguity and drive continuous improvement in a fast-paced environment.
Collaborative and empathetic leadership style, with a track record of influencing without authority.

Nice To Haves

Strong understanding of the healthcare or health tech ecosystem.
Experience in B2B2C or channel partner-driven customer success models.
Familiarity with medication management, ePrescribing, or clinical workflow solutions.

Responsibilities

Serve as the primary point of contact and strategic advisor for a portfolio of high-impact Partner Solutions accounts, ensuring long-term customer satisfaction and retention.
Lead executive business reviews and ongoing success planning for assigned accounts, communicating the value delivered and identifying expansion opportunities.
Drive account health monitoring through structured plans, touchpoints, risk mitigation, and stakeholder engagement strategies.
Partner closely with Channel Managers to escalate, prioritize, and resolve issues, ensuring a coordinated and unified customer experience.
Share actionable insights and trends with internal teams to influence product innovation, user experience, onboarding, and customer lifecycle strategies.
Develop and continuously improve scalable playbooks, best practices, and reporting that optimize customer success operations across the Partner Solutions group.
Act as a mentor and resource for junior Customer Success Managers, helping to level up team capabilities and performance.
Serve as a voice of the customer to influence internal roadmap, processes, and support models that meet the evolving needs of enterprise customers.

Benefits

Competitive compensation, with a base salary of $135,000 - $165,000 (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 $1,000 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 $1,500 annually for eligible programs after 1 year of service.
Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances.