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DrFirst, Inc. · 19 hours ago

Senior Customer Success Manager

United States

Full-time

Hybrid

Senior Level, Lead/Staff

$150K/yr - $180K/yr

8+ years exp

DrFirst, Inc. is a Healthcare IT company that empowers providers and patients to achieve better health through intelligent medication management. The Senior Customer Success Manager is responsible for overseeing complex customer programs and delivering exceptional service to Pharma customers, combining relationship management with operational oversight.

Health CareHospitalInformation TechnologyPhysical SecuritySoftware

Comp. & Benefits

Responsibilities

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 the primary point of contact for executive-level client relationships

Anticipate client needs and proactively address potential challenges

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

Prepare and lead client calls with comprehensive agendas developed in collaboration with stakeholders

Demonstrate subject matter expertise while facilitating productive client discussions

Prepare executive-level presentations tailored to specific client needs and audiences

Communicate complex technical concepts in accessible, business-focused language

Maintain accuracy and currency of internal systems (project management, CRM, analytics platforms)

Establish and execute processes for content requests, regulatory submissions, and program launches

Monitor program performance and identify anomalies for prompt investigation and resolution

Ensure adherence to all internal processes and service level agreements

Oversee the preparation and delivery of client reporting, providing strategic insights and recommendations

Collaborate with analytics teams to develop meaningful measurements and assessments

Evaluate the scope and feasibility of ad hoc client requests, escalating when appropriate

Present complex analytical findings to clients in clear, actionable formats

Foster cross-functional collaboration between business development, operations, and technical teams

Participate in strategic discussions regarding product development and process improvement

Maintain awareness of Pharma and Healthcare industry trends and competitive landscape

Qualification

Client Relationship ManagementAnalytical AcumenProject ManagementStrategic ThinkingIndustry KnowledgeProficiency with project management toolsCRM platformsCommunication ExcellenceAttention to DetailWorking knowledge of analyticsAdvanced presentation skills

Required

8-12 years of progressive customer service or client management experience

Experience in regulated industries (pharmaceutical, healthcare) strongly preferred

Proven experience working with executive-level clients on long-range planning and innovation strategy

Skilled in introducing innovative commercial offerings to a broad and diverse market landscape

Strategic Thinking: Ability to balance tactical execution with long-term strategic objectives

Communication Excellence: Outstanding written and verbal communication skills with the ability to influence at all organizational levels

Project Management: Proven track record managing complex, multi-stakeholder initiatives

Analytical Acumen: Strong analytical skills with the ability to derive insights from data and present findings clearly

Attention to Detail: Meticulous approach to work quality with strong organizational skills

Industry Knowledge: Deep understanding of client industries and regulatory requirements

Proficiency with project management tools (Jira, SharePoint, etc.)

Experience with CRM and customer success platforms

Advanced presentation skills (PowerPoint, data visualization tools)

Working knowledge of analytics and reporting platforms

Bachelor's degree required

Preferred

MBA or advanced degree preferred

Benefits

Eligible for Company Performance-based Bonus Program, based on individual and company performance

Medical, dental, and vision insurance

401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3-year vesting schedule

HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year

100% company-paid short and long-term disability, AD&D, and group life insurance

Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days

Employee Assistance Program

Continuing Education funds up to $1500 annually for eligible programs after 1 year of service

Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances

Company

DrFirst, Inc.

Glassdoor3.4

DrFirst has been transforming medication management for 25 years, helping providers and patients navigate a complex and often fragmented healthcare system.

Founded in 2000

Rockville, Maryland, USA

201-500 employees