SVP, Customer Experience

At Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow’s healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where to go next.  

Our employees are kind, collaborative, energetic, approachable and driven. On top of that, we value the unique perspectives, backgrounds and voices of our employees. Why? Because their diverse experiences drive new ideas and help us build a better community. 

For over 10 years, we’ve built a collaborative culture driven by employees who share a passion for improving the healthcare ecosystem, enjoy giving back to the local community and value diversity and inclusion.  

One of the hallmarks of our culture is our commitment to community service. Through the DefinitiveCares program, employees can work with their choice of more than 40 charitable organizations, supporting causes from hunger and homelessness to healthcare, LGBTQ+ issues, racial justice, women’s initiatives and more. 2021 marked the sixth year that we had 100% employee participation in DefinitiveCares. 

We also provide a range of opportunities for employees to connect with each other. Employees can join any of our employee run affinity groups supporting causes such as women’s empowerment, LGBTQ+, Black, indigenous and people of color (BIPOC), disabilities and working parents and potential for many more. Affinity groups often enable greater education companywide through training, events and speaker series. 

We’re also a great place to work. For five years in a row, we’ve been recognized by the Boston Business Journal and the Boston Globe as a best place to work in Massachusetts. In 2022, Energage recognized us for Culture Excellence in Compensation & Benefits, Innovation, Great Leadership, Purpose & Value and Work-Life Flexibility! 

Think you’d be a good addition to our team? Explore our available positions here. We’d love the chance to get to know you.  

ROLE SUMMARY

The SVP of Customer Experience is an experienced Customer Success and Professional Services leader who oversees the teams that deliver value to our customers most directly.  You will lead all aspects of our customer implementation, delivery, success, and support across our Platform.

Reporting to the Chief Revenue Officer, you will be part of the Commercial Leadership Team and manage a global team of over 90 individuals. The SVP of Customer Experience plays a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Definitive Healthcare customers.

 

YOUR FOCUS:

• Lead the end-to-end execution of the customer experience organization: including implementation, success, support, and renewal.
• Develop a company-wide customer success motion through an integrated process, content, and data to and from stakeholder organizations (marketing, new business, product development, and engineering).
• Focus on customer journey and value optimization redesign for our three key customer end markets (life sciences, provider, and diversified).
• Create a highly scalable customer experience foundation with a playbook to manage every single interaction and engagement a customer has with DH, and at the same time ensure our largest and most complex clients receive appropriate (in some cases custom) service levels to deliver strong ROI.
• Collaborate with subject matter experts to build scalable content playbooks that tie to end markets and customer use cases.
• Influence future lifetime value through higher product adoption/consumption, customer satisfaction, and health scores.
• Reduce churn and drive new business growth.
• Optimize DH Customer Experience and Value Delivery to be a best-in-class operation, with a world-class customer experience team and world-class customer outcomes.
• Oversee all customer health metrics and KPI reporting for executive and board-level presentations.

 

WHAT YOU’LL NEED:

• BA/BS from a 4-year university
• Established success leading a significant and successful customer success organization, ideally within a high-growth, B2B SaaS company with multiple offerings to a broad range of customers.
• 10+ years of experience in Customer Success leadership, including at least five years of experience in the healthcare sector.
• Strong strategic thinking and ability to translate strategy into execution plans with a bias toward action.
• Expertise in supporting customer operations by effectively setti