Tech Touch 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

The Tech Touch Customer Success Manager (CSM) will lead the design, launch, andexecution of a net-new, reactive-only support and monitoring initiative. This role combinesscaled customer engagement with strategic account oversight and is ideal for someone whothrives at the intersection of technology, customer experience, and operational excellence.This role is uniquely positioned to shape how we deliver value to customers who don’t require ahigh-touch model but still expect excellence and results. The Tech Touch CSM will also managea select portfolio of strategic high-touch accounts, offering personalized support to maximizeimpact where it matters most.

 

Who Will Thrive in This Role

• A creative problem solver who sees opportunity in ambiguity and thrives in buildingprograms from the ground up.• A strategic thinker with experience in customer lifecycle management across both hightouch and tech-touch models.• A proactive communicator who can balance automation with human connection andknows how to scale empathy through systems.• A cross-functional collaborator who energizes teams and aligns stakeholders aroundcustomer outcomes.• A lifelong learner who embraces experimentation and continuous improvement.

What you will work on

• Program Ownership & Innovation-Design and launch the reactive-only support and monitoring program,building from the ground up to scale support across mid-to-low-touch customersegments.-Develop smart workflows, tech-enabled monitoring systems, and health metrics toidentify risks and proactively mitigate issues—even in a reactive model.-Continuously iterate and improve touchpoints using automation, data insights, andlightweight interventions.

 

• Customer Engagement & Strategy-Serve as the primary contact for a set of strategic high-touch accounts,understanding their goals, driving adoption, and aligning DrFirst solutions to theiroutcomes.-Conduct business reviews, provide product insights, and share success metricswith stakeholders.-Act as a trusted advisor, identifying opportunities to expand the value customersreceive from DrFirst solutions.

 

• Cross-Functional Collaboration-Work closely with Sales, Product, Support, and Marketing to ensure customerfeedback is shared and integrated into roadmap planning and serviceimprovements.-Contribute to internal feedback loops that refine how we define, measure, anddrive success across customer segments.

 

• Creative Insight & Scalable Impact-Champion a data-informed, digital-first approach to customer success—leveraging tools like customer health scores, in-app messaging, and CRM-drivenworkflows.-Think creatively to develop campaigns, content, and touchpoints that arepersonalized, yet scalable.-Contribute to the long-term strategy of our Customer Success organization bypiloting innovative initiatives and sharing learnings.

Qualifications

• 5+ years of experience in Customer Success or a related role, preferably within healthcareor health IT.
• Experience managing both tech-touch and high-touch customer models.
• Strong understanding of healthcare provider environments, including clinical workflowsand EMRs.
• Proven track record of launching or owning customer engagement programs at scale.
• Excellent communication and documentation skills, with the ability to influence internaland external stakeholders.
• Ability to balance detail-orientation with big-picture strategy.
• Comfort operating independently in a fast-paced, entrepreneurial environment.
• Willingness to travel occasionally for key account visits or team offsites.
• Bonus Points for:• Experience using tools like PlanHat, Gainsight, Salesforce, Mixpanel, or other customersuccess platforms.• Prior success building health monitoring frameworks or automated lifecycle programs.• Familiarity with agile methodology and iter