Note: The job is a remote job and is open to candidates in USA. DrFirst is a healthcare IT company that provides intelligent medication management and clinical workflow solutions. The Customer Success Manager will own customer accounts from go-live through renewal and growth, driving adoption, expansion, retention, advocacy, and clinical value for Backline, its clinical communication and workflow orchestration platform.
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
- * 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
- * Bachelor's degree in Nursing, Business, Healthcare Administration, Information Systems, or a related field, or an equivalent clinical credential or practical experience
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
- Remote-First company, creating a dynamic and flexible workplace where everyone thrives, no matter where they log in from
Company Overview