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 few companies. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, and care about working with smart colleagues, we want to talk to you!

Position Overview

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.

Who Will Love This Role

• A strategic operator who drives measurable value across enterprise accounts and influences outcomes with both customers and internal teams.
• A collaborative leader who connects the dots across teams, streamlines operations, and champions customer priorities across the organization.
• A data-driven thinker who synthesizes customer feedback, account health, and business metrics to drive retention, expansion, and advocacy.
• A curious learner always eager to evolve with the latest industry and customer success trends and inspire others to do the same.

What you will work on

• 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.

Qualifications

Required

• 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.

Preferred

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