Customer Success Manager - Secure Communications

About DrFirst

For 25 years, DrFirst has empowered providers and patients to achieve better health through intelligent medication management. We improve healthcare workflows and help patients start and stay on therapy with end-to-end solutions that enhance prescription access, affordability, and adherence. Our solutions help 100 million patients a year and are used by more than 420,000 prescribers, 71,000 pharmacies, 270 EHRs and health information systems, and over 2,000 hospitals in the U.S. This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. Here you'll get to work with some of the smartest and most interesting people around, solving unique and complex challenges in healthcare on a scale matched by few companies. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, and care about working with smart colleagues, we want to talk to you!

Position Overview

Backline is DrFirst’s clinical communication, collaboration, and workflow orchestration platform. We are transforming how healthcare teams coordinate care, moving beyond basic clinical communication into intelligent workflow execution and AI-powered clinical assistance. Our mission is to make communication errors, documentation burden, and workflow friction relics of the past. We operate as a small, entrepreneurial business unit within DrFirst, which means you will not be a cog in a machine. You will have a seat at the table, direct impact on what we build and sell, and the opportunity to grow as we grow.

We are looking for someone who wants to own the part of healthcare software that decides whether it actually works: everything after go-live. This is a portfolio role for someone who likes clients and likes systems in equal measure. You will own a group of customer accounts from go-live through renewal and growth. You will get them to real clinical value, keep them there, expand what they use, and turn the best of them into references and referrals.

You will join a team that operates like a startup inside a larger company. Everyone wears multiple hats, we move fast, and we use AI across every part of how we work. You do not need a Customer Success title. Clinical informatics, implementation, EHR support, and hospital operations all translate. We care more about instincts and curiosity than about the length of a resume.

What You Will Learn and How You Will Grow

This role sits at the center of the business. With mentorship from experienced leaders across operations, product, and marketing, you will build skills in clinical workflow design, account growth and renewal strategy in healthcare SaaS, customer health measurement, advocacy and reference development, AI-powered workflow design, and executive communication with clinical and IT leadership. High performers in this role will have a clear path to senior or leadership positions as the business scales.

What you will work on

Customer Onboarding and Activation

• 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.

Adoption, Expansion, and Renewal

• 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.

Advocacy and Reference Development

• 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.

Product and Clinical Intelligence

• 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.

AI-Powered Productivity

• 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.

Qualifications

What We Are Looking For

• 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.

Nice to Have

• 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.

Physical Requirements

• 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.

#LI-GF1 #LI-Remote

Benefits

• Competitive compensation, with a base salary of $95,000 - $110,000 (Exact compensation may vary based on skills and experience)
• 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. Check out our approach to remote work: https://drfirst.com/company/about-us/careers/.

Our recruitment process at DrFirst is straightforward and secure. You will only be contacted by our recruitment team through an official @drfirst.com email address. We will never ask you for payment or sensitive personal information, such as your social security number or banking details, at any stage of the hiring process. Additionally, we will not request that you purchase equipment or accept e-checks or checks for deposit. If you encounter any communications claiming to be from DrFirst that seem suspicious, please contact our recruitment team directly at [email protected] to verify the message’s authenticity. Your security is important to us!

Learn more about our benefits and professional development opportunities: https://drfirst.com/company/about-us/careers/the-perks/.