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 ac