Svp, Customer Experience Jobs

At Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow’s healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where to go next.
Our employees are kind, collaborative, energetic, approachable and driven. On top of that, we value the unique perspectives, backgrounds and voices of our employees. Why? Because their diverse experiences drive new ideas and help us build a better community.
For over 10 years, we’ve built a collaborative culture driven by employees who share a passion for improving the healthcare ecosystem, enjoy giving back to the local community and value diversity and inclusion.
One of the hallmarks of our culture is our commitment to community service. Through the DefinitiveCares program, employees can work with their choice of more than 40 charitable organizations, supporting causes from hunger and homelessness to healthcare, LGBTQ+ issues, racial justice, women’s initiatives and more. 2021 marked the sixth year that we had 100% employee participation in DefinitiveCares.
We also provide a range of opportunities for employees to connect with each other. Employees can join any of our employee run affinity groups supporting causes such as women’s empowerment, LGBTQ+, Black, indigenous and people of color (BIPOC), disabilities and working parents and potential for many more. Affinity groups often enable greater education companywide through training, events and speaker series.
We’re also a great place to work. For five years in a row, we’ve been recognized by the Boston Business Journal and the Boston Globe as a best place to work in Massachusetts. In 2022, Energage recognized us for Culture Excellence in Compensation & Benefits, Innovation, Great Leadership, Purpose & Value and Work-Life Flexibility!
Think you’d be a good addition to our team? Explore our available positions here. We’d love the chance to get to know you.
Role Summary
The SVP of Customer Experience is an experienced Customer Success and Professional Services leader who oversees the teams that deliver value to our customers most directly. You will lead all aspects of our customer implementation, delivery, success, and support across our Platform.
Reporting to the Chief Revenue Officer, you will be part of the Commercial Leadership Team and manage a global team of over 90 individuals. The SVP of Customer Experience plays a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Definitive Healthcare customers.
YOUR FOCUS:

• Lead the end-to-end execution of the customer experience organization: including implementation, success, support, and renewal.
• Oversee all customer health metrics and KPI reporting for executive and board-level presentations.
• Focus on customer journey and value optimization redesign for our three key customer end markets (life sciences, provider, and diversified).
• Optimize DH Customer Experience and Value Delivery to be a best-in-class operation, with a world-class customer experience team and world-class customer outcomes.
• Collaborate with subject matter experts to build scalable content playbooks that tie to end markets and customer use cases.
• Reduce churn and drive new business growth.
• Create a highly scalable customer experience foundation with a playbook to manage every single interaction and engagement a customer has with DH, and at the same time ensure our largest and most complex clients receive appropriate (in some cases custom) service levels to deliver strong ROI.
• Influence future lifetime value through higher product adoption/consumption, customer satisfaction, and health scores.
• Develop a company-wide customer success motion through an integrated process, content, and data to and from stakeholder organizations (marketing, new business, product development, and engineering).

WHAT YOU’LL NEED:

• Experience with client management teams that operate/execute highly complex solutions leveraging the product suite.
• History of exceeding commercial targets, driving improved renewals, and reducing attrition.
• Expertise in supporting customer operations by effectively setting KPIs, monitoring customer health, leveraging systems for high adoption, designing processes to improve retention, and implementing efforts to reduce churn.
• Ability to collaborate cross-functionally and engage resources within and outside of your direct control to move efforts forward to support a common goal for the business.
• Exceptional ability to engage and communicate with customers, actively listen for feedback, and lead challenging conversations with partners toward positive outcomes.
• Strong strategic thinking and ability to translate strategy into execution plans with a bias toward action.
• Strong analytical ability. Capable of identifying high-impact solutions to customer problems and proactively solving potential issues before they become problems.
• BA/BS from a 4-year university
• Established success leading a significant and successful customer success organization, ideally within a high-growth, B2B SaaS company with multiple offerings to a broad range of customers.
• 10+ years of experience in Customer Success leadership, including at least five years of experience in the healthcare sector.

SCOPE OF ROLE:
On day one, you will be responsible for the entire customer experience and customer operations functional group (90+ people in total), with the VP, Customer Experience, and AVP, Customer Experience reporting directly to this role. The former will continue to operate in their current role, namely customer onboarding and customer operations. This individual will also help onboard and successfully ramp up the new SVP, Customer Experience.
The scope of this role will expand across summer 2023 to include our legacy Professional Services and Data Analytics group to streamline our customer experience and value delivery.
Why we love Definitive, and why you will too!

• 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
• Work hard, and have fun doing it
• Industry leading products
• Work alongside some of the most talented and dedicated teammates
• Flexible and dynamic culture
• Incredibly fast growth means limitless opportunity

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
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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.