Customer Success Manager- Life Sciences | Bilingual (Spanish & English Required)

H1

21h • $90,000 - $105,000 • Remote

About The Position

At H1, we believe access to the best healthcare information is a basic human right. Our mission is to provide a platform that can optimally inform every doctor interaction globally. This promotes health equity and builds needed trust in healthcare systems. To accomplish this our teams harness the power of data and AI-technology to unlock groundbreaking medical insights and convert those insights into action that result in optimal patient outcomes and accelerates an equitable and inclusive drug development lifecycle. H1’s Customer Success team is focused on building deep relationships with existing customers in order to help them implement the H1 platform, drive engagement, and realize value from the data within our solutions. We’re looking for a CSM who is passionate about delivering value to clients on a global scale. You’ll solve business problems, support, and develop relationships with H1’s largest accounts. This role will suit a committed, approachable, and strategic individual who will set our clients up for success and growth.

Requirements

• 3+ years experience working in Customer Success, Account Management, or Client Services for an Enterprise SaaS company
• Bilingual (Spanish & English Required)
• You have experience with project management with high priority accounts
• You’re comfortable getting into the weeds while also managing strategic project work
• You’re a strong communicator and presenter with a drive to own relationships and strategy within a set list of accounts
• You have a track record of success in a results-driven, fast-paced environment

Nice To Haves

• Experience working in or with Life Sciences, a plus for Medical Affairs or Clinical experience

Responsibilities

• Serve as the primary point of contact for all client engagements, ensuring alignment on objectives and expectations.
• Partner with key stakeholders to drive adoption, engagement, and strategic alignment of our platform within their organization.
• Conduct regular business reviews to track KPIs, identify opportunities for growth, and mitigate risks.
• Plan and execute user training sessions, ensuring adoption by equipping clients with best practices that fit their specific use cases and needs.
• Take a “teach-to-fish” approach, empowering users with self-service capabilities while providing hands-on support when needed.
• Navigate multiple complex projects across various business units within a client’s organization.
• Track program performance metrics and analyze reports to identify trends, gaps, and opportunities.
• Develop and deliver executive-level presentations summarizing impact, progress, and ROI.
• Proactively monitor customer sentiment, identifying early warning signs of risk.
• Strategically de-escalate critical situations, ensuring alignment with client goals and expectations.
• Serve as a trusted advisor, advocating for client needs internally while balancing business objectives.
• Work closely with engineering, product, and support teams to resolve client challenges efficiently.
• Provide structured feedback to inform the product roadmap and improve the customer experience.
• Collaborate with internal teams to ensure seamless handoffs across different phases of the customer journey.
• Drive to increase MAUs, NPS, CSAT, and ARR

Benefits

• Full suite of health insurance options, in addition to generous paid time off
• Pre-planned company-wide wellness holidays
• Retirement options
• Health & charitable donation stipends
• Impactful Business Resource Groups
• Flexible work hours & the opportunity to work from anywhere
• The opportunity to work with leading biotech and life sciences companies in an innovative industry with a mission to improve healthcare around the globe

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees