Customer Success Manager - Secure Communications

Summary

DrFirst is a healthcare IT company that provides intelligent medication management and clinical communication solutions. The Customer Success Manager will own customer accounts from go-live through renewal and growth, driving adoption, expansion, retention, advocacy, and clinical value. The role also involves using AI tools and customer insights to improve workflows, identify opportunities, and support product strategy.

Responsibilities

• Partner with Implementations to take new clients from deployment to a working clinical workflow, ensuring each account reaches real adoption, not just a go-live date
• Define what success looks like for each customer and hold stakeholders on both sides accountable for getting there
• Recognize early when an account is not gaining traction and work with Product, Support, and clinical SMEs to get it unstuck
• Build and maintain trusted relationships with clinical, operational, and executive stakeholders so accounts do not rest on a single champion
• Understand how each customer uses the platform, where they get value, and where they could get more
• Identify opportunities to expand usage across new departments, additional workflows, and product upgrades, and guide customers through that journey
• Own renewal outcomes for your accounts, engaging well ahead of the renewal date and keeping a clear view of account health
• Track opportunities and account activity in Salesforce and contribute to pipeline and renewal reporting
• Capture client outcomes and help turn them into case studies, reference stories, and proof points that help the team sell
• Develop reference relationships and generate warm introductions and peer referrals from customers who had a genuinely good experience
• Collaborate with Marketing on content, webinars, and campaigns grounded in real client experience
• Serve as the clinical and operational lens on your accounts for Product, Sales, and Marketing, translating what you hear into something the team can act on
• Bring recurring customer feedback into roadmap and positioning conversations so what we build reflects what healthcare organizations actually need
• Help develop clinical use cases and ROI narratives that demonstrate Backline’s value in language healthcare leaders understand
• Use AI tools daily for account research, pre-call preparation, QBR content, renewal proposals, and spotting adoption trends in usage data
• Build and refine AI workflows that surface signals from transcripts, tickets, and usage data so you stay ahead of issues and opportunities
• Stay curious and current on AI developments in healthcare and business productivity, and bring new ideas and tools to the team
• Help identify where AI can improve how the team works across onboarding, reporting, and customer engagement

Skills

• Bachelor's degree in Nursing, Business, Healthcare Administration, Information Systems, or a related field, or an equivalent clinical credential or practical experience
• Client-facing experience where you were accountable for an outcome you did not fully control. You should know what it feels like to own something
• Customer-facing experience gained informally counts: charge nurse, unit champion, super user, vendor liaison, or clinical educator
• Genuine interest in healthcare organization operations and clinical workflow: care transitions, discharge, consults, referrals, and case management
• Comfortable using and experimenting with AI tools such as Claude, ChatGPT, or Copilot as part of how you work, not just aware of AI but actively using it
• Strong communicator who can connect with clinical end users, department heads, and C-suite executives with equal ease
• Comfortable with data. You can read a usage trend and turn it into a conversation a client wants to have
• Self-starter who works well with autonomy and is comfortable wearing multiple hats in a small, fast-moving team
• Collaborative and coachable, eager to build depth in customer success, account growth, and clinical product strategy
• Prolonged periods of sitting and working at a computer
• Frequent use of a computer, keyboard, and video conferencing tools throughout the workday
• Ability to communicate clearly by phone, video, and email with customers and colleagues
• Occasional travel to customer sites, company meetings, or industry events, estimated at up to 15 percent
• Ability to occasionally lift and carry up to 15 pounds, such as a laptop and materials for travel
• Experience with EHR systems such as MEDITECH, Epic, or Cerner/Oracle Health, or other health IT platforms
• Exposure to clinical informatics, nursing informatics, or health IT project work
• Familiarity with Salesforce, HubSpot, or service desk tools such as Jira Service Management, Zendesk, or ServiceNow
• Experience in a customer success, account management, implementation, or clinical sales role
• Understanding of clinical communication workflows: secure messaging, on-call management, care coordination, and patient handoffs
• Active clinical license such as RN or NP

Qualifications

Must Haves

• Bachelor's degree in Nursing, Business, Healthcare Administration, Information Systems, or a related field, or an equivalent clinical credential or practical experience
• Client-facing experience where you were accountable for an outcome you did not fully control. You should know what it feels like to own something
• Customer-facing experience gained informally counts: charge nurse, unit champion, super user, vendor liaison, or clinical educator
• Genuine interest in healthcare organization operations and clinical workflow: care transitions, discharge, consults, referrals, and case management
• Comfortable using and experimenting with AI tools such as Claude, ChatGPT, or Copilot as part of how you work, not just aware of AI but actively using it
• Strong communicator who can connect with clinical end users, department heads, and C-suite executives with equal ease
• Comfortable with data. You can read a usage trend and turn it into a conversation a client wants to have
• Self-starter who works well with autonomy and is comfortable wearing multiple hats in a small, fast-moving team
• Collaborative and coachable, eager to build depth in customer success, account growth, and clinical product strategy
• Prolonged periods of sitting and working at a computer
• Frequent use of a computer, keyboard, and video conferencing tools throughout the workday
• Ability to communicate clearly by phone, video, and email with customers and colleagues
• Occasional travel to customer sites, company meetings, or industry events, estimated at up to 15 percent
• Ability to occasionally lift and carry up to 15 pounds, such as a laptop and materials for travel

Nice to Haves

• Experience with EHR systems such as MEDITECH, Epic, or Cerner/Oracle Health, or other health IT platforms
• Exposure to clinical informatics, nursing informatics, or health IT project work
• Familiarity with Salesforce, HubSpot, or service desk tools such as Jira Service Management, Zendesk, or ServiceNow
• Experience in a customer success, account management, implementation, or clinical sales role
• Understanding of clinical communication workflows: secure messaging, on-call management, care coordination, and patient handoffs
• Active clinical license such as RN or NP

Benefits

• Eligible for a Discretionary Performance-based bonus
• 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
• DrFirst is committed to being a Remote-First company, creating a dynamic and flexible workplace where everyone thrives, no matter where they log in from.