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 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 facilita