Senior Customer Success Manager

About DrFirst

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!

Position Overview

This individual is responsible for overseeing complex customer programs and delivering exceptional service to Pharma customers. This executive role combines high-level relationship management with hands-on operational oversight, requiring someone who can balance big-picture strategy with meticulous attention to detail with pharma clients. This role best suits a "trusted advisor" personality who appreciates both the relationship-building and operational rigor required in regulated healthcare industries.

Who will love this job

• The Strategic Relationship Builder who genuinely energizes from building deep, long-term client partnerships. They find satisfaction in becoming a trusted advisor rather than just a service provider. These individuals love the challenge of understanding complex business problems and orchestrating solutions across multiple teams.
• The Process-Oriented Leader who appreciates structure and systems but isn't rigid about them. They enjoy creating order from complexity and find genuine satisfaction in seeing well-run processes deliver consistent results. They're the type who likes reviewing reports because they see the story the data tells.
• The Bridge Builder who are natural connectors that thrive in matrix organizations. They're comfortable being the hub that connects different departments, translating between technical teams and business stakeholders. These people are energized by collaboration rather than drained by it.
• The "Consultant Mindset" Professional who approaches each client situation like a mini-consulting engagement - they want to understand the client's industry, competitive landscape, and strategic challenges. They're naturally curious about business problems and enjoy the intellectual challenge of crafting tailored solutions.
• The Detail-Oriented Big Picture Thinker who can zoom out to see strategic implications while also caring deeply about execution quality. They're the people who will spot a potential timeline issue three months out while also catching a typo in a client presentation.
• The Regulated Industry Veteran who, given the MLR processes and compliance requirements, is someone with a pharmaceutical and healthcare services background who appreciates the importance of regulatory rigor. They understand that "good enough" isn't acceptable when compliance is involved.

What you will work on

Client Relationship Management

• Lead day-to-day client communications with professionalism and clarity, ensuring all interactions advance client objectives
• Develop and maintain a deep understanding of client businesses, brands, and industry dynamics
• Serve as the primary point of contact for executive-level client relationships
• Anticipate client needs and proactively address potential challenges

Project Leadership & Oversight

• Provide strategic oversight of Pharma client programs, ensuring alignment with contractual commitments and service level agreements
• Balance detailed project execution with big-picture strategic thinking to optimize program outcomes
• Utilize project management tools and client-facing dashboards to maintain transparency in project status
• Coordinate with internal teams to ensure the timely delivery of all client commitments

Strategic Communication & Presentation

• Prepare and lead client calls with comprehensive agendas developed in collaboration with stakeholders
• Demonstrate subject matter expertise while facilitating productive client discussions
• Prepare executive-level presentations tailored to specific client needs and audiences
• Communicate complex technical concepts in accessible, business-focused language

Operational Excellence

• Maintain accuracy and currency of internal systems (project management, CRM, analytics platforms)
• Establish and execute processes for content requests, regulatory submissions, and program launches
• Monitor program performance and identify anomalies for prompt investigation and resolution
• Ensure adherence to all internal processes and service level agreements

Analytical Leadership

• Oversee the preparation and delivery of client reporting, providing strategic insights and recommendations
• Collaborate with analytics teams to develop meaningful measurements and assessments
• Evaluate the scope and feasibility of ad hoc client requests, escalating when appropriate
• Present complex analytical findings to clients in clear, actionable formats

Team Collaboration

• Foster cross-functional collaboration between business development, operations, and technical teams
• Participate in strategic discussions regarding product development and process improvement
• Maintain awareness of Pharma and Healthcare industry trends and competitive landscape

Qualifications

Required Experience

• 8-12 years of progressive customer service or client management experience
• Experience in regulated industries (pharmaceutical, healthcare) strongly preferred
• Proven experience working with executive-level clients on long-range planning and innovation strategy
• Skilled in introducing innovative commercial offerings to a broad and diverse market landscape

Core Competencies

• Strategic Thinking: Ability to balance tactical execution with long-term strategic objectives
• Communication Excellence: Outstanding written and verbal communication skills with the ability to influence at all organizational levels
• Project Management: Proven track record managing complex, multi-stakeholder initiatives
• Analytical Acumen: Strong analytical skills with the ability to derive insights from data and present findings clearly
• Attention to Detail: Meticulous approach to work quality with strong organizational skills
• Industry Knowledge: Deep understanding of client industries and regulatory requirements

Technical Skills

• Proficiency with project management tools (Jira, SharePoint, etc.)
• Experience with CRM and customer success platforms
• Advanced presentation skills (PowerPoint, data visualization tools)
• Working knowledge of analytics and reporting platforms

Education

• Bachelor's degree required; MBA or advanced degree preferred

Physical Requirements

• 50 % working at desk and phone while moving through the remote office
• Up to 50% travel based on business needs

Benefits

• Competitive compensation, with a base salary of $150,000 - $180,000 (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/.