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Remote Senior Customer Engagement Manager

Definitive Healthcare · Framingham, Massachusetts, US, États-Unis d'Amérique · Remote

  • Senior
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About Definitive Healthcare: 

At Definitive Healthcare (NASDAQ: DH), we’re passionate about turning data, analytics, and expertise into meaningful intelligence that helps our customers achieve success and shape the future of healthcare. We empower them to uncover the right markets, opportunities, and people—paving the way for smarter decisions and greater impact. 

We’re headquartered in Framingham, Massachusetts, but we have 3 office locations globally, including locations in Sweden, and India. We’ve grown significantly since our founding in 2011 and have expanded our global client base to 2,400+.  

We’re also a great place to work. In 2024, we brought home a number of awards including Built In’s 100 Best Places to Work in Boston, a Stevie Bronze Award for Great Employers, and we were recognized as a Great Place to Work in India. 

We foster a collaborative, inclusive culture where diverse perspectives drive innovation. Through programs like DefinitiveCares and our employee-led affinity groups we strive to promote connection, education, and inclusion. 

About the position:

As a Senior Customer Engagement Manager at Definitive Healthcare, you will help Life Sciences clients drive value from our healthcare data assets. You’ll serve as a trusted technical partner during onboarding, integration, and expansion, using your domain expertise to drive application of our data products and services to their real-world challenges. By aligning solutions with each customer’s business objectives, workflows, and analytics needs, you’ll help unlock use cases across commercial operations, R&D, medical affairs, market access, HEOR, omnichannel strategy, and more. 
The ideal candidate combines strong client-facing experience with solid real-world data and healthcare analytics. You thrive in a collaborative environment, working closely with Sales, Product, and Advanced Analytics teams to deliver value, retain accounts, and drive high levels of customer success and continual renewals. 

What you’ll do:

  • Partner with Account Management to increase adoption and retention of Definitive Healthcare’s data products and services across life sciences customers by applying domain and technical knowledge to customer-specific challenges and workflows.
  • Deliver well-scoped and documented commercial, clinical, and operational use cases—translating complex business needs into actionable insights via advanced SQL data transformations and interactive Tableau dashboards.
  • Lead onboarding by aligning stakeholders on strategic goals, prioritized use cases, and guiding implementation, training, and early-stage adoption. Applies healthcare domain knowledge to support customers in applying healthcare commercial intelligence to their business needs.
  • Lead and share data-driven insights during QBRs and executive conversations by demonstrating measurable outcomes driven by product usage, analytics, and services.
  • Create customer value roadmaps, align solutions to customers’ business goals, and identify opportunities for expansion. Monitor customer engagement data, usage patterns, and health scores to surface and address early signs of risk.
  • Manage the delivery of advanced analytics, data integration, or other services projects, ensuring alignment on timelines, scope, and intended business outcomes.
  • Work cross-functionally with Product, Sales, and Marketing to relay client feedback and contribute to go-to-market and enablement efforts.
  • Contribute to internal knowledge building by creating internal collateral and reusable assets. 

What you’ll need:

  • 5+ years in a client-facing role as a CSM, Customer Service Representative, or Account Manager servicing life sciences customers
  • 2+ years' experience working with RWD/RWE data, preferably in a delivery of analysis capacity. Expertise in communicating with both technical and non-technical stakeholders by helping translate complex concepts into clear, actionable recommendations
  • Solid understanding of RWD/RWE datasets (e.g. open/closed claims, remittance, EMR, lab, chargemaster, SDOH, clinical trials, genomics, KOLs) and coding standards (e.g. DRG, ICD, HCPCS/CPT, NDC) and their application in bringing a drug to the commercial market
  • Proficiency with analytics platforms (e.g. SQL, Tableau) and exposure to modern cloud infrastructure (AWS, Azure, GCP)
  • Background/Education supporting Biopharma or MedTech commercial functions (e.g. HEOR, market access, medical affairs, R&D)

Why we love Definitive, and why you will too!

  • Industry leading products
  • Work hard, and have fun doing it
  • Incredibly fast growth means limitless opportunity
  • Flexible and dynamic culture
  • Work alongside some of the most talented and dedicated teammates
  • Definitive Cares, our community service group, gives all of us a chance to give back
  • Competitive benefits package including great healthcare benefits and a 401(k) match

 

What our Employees are saying about us on Glassdoor: 

 “Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed.”

-Business Development Manager

“Great team. Amazing growth. Employees are treated very well.”

-Research Analyst

“I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there.”

-Profile Analyst

 

If you don’t fit all of these qualifications, but believe you’re still a great fit, feel free to apply and tell us why in your cover letter.

If you are a California, Colorado, New York City or Washington resident and this role is a remote role, you can receive additional information about the compensation and benefits for this role, which we will provide upon request.

 

Definitive Hiring Philosophy

Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status. If you’re interested in working in a fast growing, exciting working environment – we encourage you to apply!

 

Privacy 
Your privacy is important to us. Please review our Candidate Privacy Notice which tells you how we use and process your personal information.

 

Please note: All communications regarding the hiring process at Definitive Healthcare will come directly from one of our corporate recruiters or coordinators with an @definitivehc.com email address. We will never request any money transfer or purchase of equipment with a promise of reimbursement. If you receive any suspicious communications, please reach out to [email protected] to confirm your status in the application process.