Lead Customer Engagement Manager
Definitive Healthcare
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.
As a Lead Customer Engagement Manager at Definitive Healthcare, you serve as the strategic owner of customer outcomes and net dollar retention (NDR) for a portfolio of life sciences customers. Acting as a trusted advisor and the primary post-sale control point, you guide customers in applying healthcare commercial intelligence to their most critical business initiatives—driving adoption, demonstrating measurable impact, and expanding the partnership over time.
In this role, you will bring a consultative and outcomes driven approach, combining customer savviness with a strong understanding of life sciences workflows and how data and analytics can influence strategy and drive measurable impact. You will work to coordinate across Commercial, Medical, Market Access, Marketing, R&D, and HEOR teams within your accounts to drive engagement, ensure alignment to business priorities, and connect customer needs with the full Definitive Healthcare ecosystem—including Advanced Analytics, SMEs, Product, and Sales.
What You’ll Do
- Partner with Account Management to accelerate adoption and retention of Definitive Healthcare’s data products and services across life sciences customers by applying domain and product expertise and to customer-specific challenges and workflows.
- Lead end-to-end onboarding by aligning stakeholders on strategic goals, prioritizing high-value use cases, and guiding implementation, training, and early-stage adoption.
- Provides actionable thought leadership by connecting domain expertise to real-world business challenges, helping customers maximize their usage of healthcare commercial intelligence.
- Deliver strategic insights during QBRs and executive conversations by demonstrating measurable outcomes driven by product usage, analytics, and services.
- Design value roadmaps that align with evolving business objectives and market trends to proactively identify expansion opportunities.
- Monitor customer engagement data, usage patterns, and health scores to proactively address risks and opportunities, and design proactive strategies to drive retention and growth.
- Oversee end-to-end delivery of advanced analytics, data integration, or other services projects — coordinating internal teams, managing timelines, and ensuring business impact.
- Collaborate cross-functionally with Product, Sales, and Marketing to inform product roadmap priorities, go-to-market positioning, and strategic enablement initiatives.
- Contribute to internal capability building by leading training sessions, creating reusable assets, and fostering a culture of excellence across Customer Experience and adjacent teams.
What You'll Need
- 7+ years of deep experience as Customer Success Manager or Consultant servicing life sciences customers
- Demonstrated ability to retain and grow a portfolio of enterprise customers, with a track record of driving renewals and expansion through value realization, executive engagement, and consultative account leadership.
- Demonstrated success in influencing technical and non-technical stakeholders across all levels—including C-suite executives—by translating complex concepts into clear, strategic insights.
- Strong understanding of life sciences data domains and coding standards, including claims, EMR, lab, SDOH, clinical trials, genomics, KOLs, ICD, CPT/HCPCS, NDC, and their application in bringing therapies to market.
- Proficiency with analytics platforms (e.g. SQL, Python, Databricks, Snowflake, Tableau, APIs) and modern cloud infrastructure (AWS, Azure, GCP).
- Experience supporting BioPharma or MedTech functions such as Commercial Strategy, Medical Affairs, HEOR, Market Access, or R&D strongly preferred.
Compensation and Benefits
The salary range for this position is $107,000– $154,000 per year, which represents the base pay the company reasonably and in good faith expects to pay for this role. Actual pay within this range will be determined based on factors such as relevant experience, skills, and qualifications.
Depending on the position, employees may also be eligible to participate in a company bonus or commission plan. All employees are eligible for a comprehensive benefits package, including medical, dental, and vision coverage, unlimited paid time off, and participation in the company’s 401(k) plan with employer contribution.
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 careers@definfitivehc.com to confirm your status in the application process.