Digital Engagement Manager

📋 Description

• • Own the end-to-end customer journey for a portfolio of 25–40 accounts on Definitive Healthcare’s Population Intelligence platform, ensuring every client—from emerging biotechs to Fortune 500 pharma giants—realizes measurable value and renews year-over-year.
• • Serve as the primary strategic advisor to brand marketers and agency partners, translating complex healthcare data into actionable audience strategies that power digital campaigns across programmatic, social, search, and CTV channels.
• • Drive platform adoption and campaign activation by designing onboarding roadmaps, hosting enablement workshops, and creating bespoke success plans that map client KPIs to Definitive’s Digital Audiences and Population Intelligence capabilities.
• • Proactively monitor campaign performance and platform utilization, surfacing insights that unlock upsell opportunities; target 110–125 % net revenue retention through expansions, renewals, and cross-sell of new data modules or audience segments.
• • Partner with Sales, Product, and Data Science teams to translate market feedback into roadmap priorities, ensuring our solutions stay ahead of rapidly evolving privacy regulations, cookie deprecation, and healthcare media trends.
• • Optimize internal workflows—leveraging Salesforce, Gainsight, Tableau, and Jira—to reduce time-to-launch for new campaigns by 30 % and create scalable playbooks that the broader Customer Success organization can replicate.
• • Champion customer advocacy by nurturing reference stories, co-marketing webinars, and case studies that showcase ROI; aim to secure at least 6 new logos influenced by customer referrals each fiscal year.
• • Lead quarterly business reviews (QBRs) with C-suite and VP-level stakeholders, presenting data-driven narratives that demonstrate how Definitive’s intelligence has accelerated clinical trial recruitment, improved HCP engagement, or expanded patient access.
• • Mentor junior Customer Success Managers and interns, fostering a culture of curiosity, data literacy, and customer obsession across the 12-person Digital Engagement pod.
• • Contribute to DefinitiveCares and affinity-group initiatives, using your healthcare expertise to support community clinics, diversity-in-research campaigns, and pro-bono data projects that advance health equity.