Customer Success Manager, Life Sciences

Datavant is a data platform company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.

By joining Datavant today, you’re stepping onto a highly collaborative, remote-friendly team that is passionate about creating transformative change in healthcare. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.

We are looking for an experienced relationship pro who thrives in an entrepreneurial environment.  Given our SaaS business model and our focus on a “land and expand” strategy, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our Pharma customers are receiving massive value from our solutions. As such, we need an experienced relationship management executive who can drive success for our customers. 

This role includes responsibilities for Customer Success outcomes (e.g., renewals, account growth, etc.) and activities (e.g., support, services, adoption, advocacy, retention, etc.). You will have the unique position of being at the center of the broader data healthcare ecosystem and will have a prime understanding of how best to leverage data linkage to support clinical and commercial use cases. We have the opportunity to create one of the most meaningful advances in healthcare, and you will be instrumental in helping us achieve that goal!

You Will:

• Drive Customer Success outcomes by managing and growing our accounts
• Develop executive-level understanding of Life Sciences industry and accounts through consultative thought partnership and strategic business reviews 
• In partnership with sales, support and identify growth opportunities across your portfolio 
• Maintain and improve high customer renewal rates and reduce churn
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Work closely and cross-functionally with Sales, Technical Solutions, Product, Data Science, Engineering and Marketing to develop programs and solutions that establish, expand, and deepen customer relationships
• Innovate new ideas to drive productivity, scalability, and discovery of best practices as we 10x the number of customers in the next few years.
• Help create a company-wide culture of customer-centricity

You Will Bring To The Table:

• Minimum 5 years experience in strategic, healthcare customer-facing role
• Strong focus on learning and understanding the goals and strategies of our customers
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Entrepreneurial, self-sufficient, and self-driven approach 
• Comfortable making decisions under uncertainty
• Thorough with attention to detail and a bias towards action
• Strong empathy for customers and passion to achieve revenue expansion & growth
• Analytical and process-oriented mindset
• Strong understanding of value drivers in recurring revenue business models
• Robust project management and client management skills 
• Enthusiastic and creative with the ability to inspire others
• Excellent communication and presentation skills – and a commitment to maintain good internal and external relationships
• Passionate about building a business that transforms the healthcare industry
• Experience with sales and post-sales (ideal, but not required)

Bonus Points For:

• Application of RWD and RWE in the pharmaceutical and life sciences space
• Design, roll-out, and management of clinical development solutions 
• Understanding of tokenization and HIPAA
• Located within commuting distance to our New York City office

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges for this position are developed with the support of benchmarks and industry best practices. 

We’re building a high-growth, high-autonomy culture. We rely less on job titles and more on cultivating an environment where anyone can contribute, the best ideas win, and personal growth is driven by expanding impact. The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job. The estimated total cash compensation range for this role is $130,000 - $180,000. The estimated base salary range (not including bonus/commission) for this role is $110,000 - $150,000.

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be anonymous and used to help us identify areas of improvement in our recruitment process. (We can only see aggregate responses, not individual responses. In fact, we aren’t even able to see if you’ve responded or not.) Responding is your choice and it will not be used in any way in our hiring process.

This job is not eligible for employment sponsorship.

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