Customer Program Manager

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 promote connection, education, and inclusion.
About the position:
As a Customer Program Manager , you are responsible for the overall ownership and management of ChurnZero, a Customer Success platform. You will become the expert on all technical aspects of the tool and lead all updates, changes, and process optimization as it relates to ChurnZero and our digital operations. The ideal candidate will have strong business acumen, natural curiosity, and an analytical mind. This is a hands-on role that will focus primarily on optimizing ChurnZero and driving internal user adoption of the tool. Additional responsibilities will include supporting a wide variety of projects and strategic initiatives.
What you'll do:

• Recommends the nature and scope of present and future updates to ChurnZero by staying up to date on new ChurnZero features and capabilities relevant to business objectives
• Provides information for management by preparing analyses on internal user usage of the tool and overall customer health to inform solutions for solving issues
• Collaborate closely with our Customer Experience team to understand customer pain points and opportunities to optimize our workflows along the customer journey to gain efficiency and scale.
• Day-to-day and overall maintenance of the tool including troubleshooting, user management, structural features, internal documentation and resources
• Additional projects, initiatives, and day-to-day responsibilities related to use of the ChurnZero tool as needed

What you'll need:

• Bachelor's Degree (or 2+ years of equivalent experience)
• Experience in a product or system management
• Experience in implementation and use of a Customer Success Platform
• Understanding of Customer Success fundamentals and industry best practices
• Drive for optimization and curiosity to analyze needs and develop improvements
• Experience in project management, effectively balancing competing needs and priorities.
• Experience identifying and understanding customer needs and taking initiative to iterate based on new knowledge
• Exceptional writing and editing skills combined with strong presentation and public speaking skills

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 [email protected] to confirm your status in the application process.