Sr. Customer Success Manager

H1 • New York, NY

1d • 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, promoting health equity and building trust in healthcare systems. Our teams leverage data and AI-technology to unlock medical insights, converting them into actions for optimal patient outcomes and accelerating an equitable drug development lifecycle. The Customer Success team focuses on building deep, trusted relationships with existing customers to ensure successful implementation of the H1 platform, drive sustained engagement, and realize measurable business value. The Senior Customer Success Manager serves as a strategic, trusted advisor to H1's largest and most complex customers, owning the relationship end-to-end. This includes partnering with senior client stakeholders to drive adoption, value realization, retention, and growth across H1's Clinical or Medical & Commercial product lines. This highly autonomous, senior-level role requires independent management of complex accounts, leading executive-level conversations, and proactively identifying opportunities for partnership expansion.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Client Services within an Enterprise or Strategic B2B SaaS environment.
• Demonstrated experience owning complex, high-ARR accounts with senior stakeholder engagement.
• Strong project management experience across multi-threaded, high-priority initiatives.
• Proven ability to manage renewals, mitigate risk, and identify expansion opportunities.

Nice To Haves

• Experience working in or with Life Sciences organizations strongly preferred; Medical Affairs or Clinical experience is a plus.

Responsibilities

• Serve as the primary strategic point of contact for assigned enterprise and strategic accounts, ensuring alignment on objectives, outcomes, and long-term success.
• Build strong relationships with senior and executive-level stakeholders, positioning H1 as a critical partner in achieving their organizational goals.
• Own and drive account strategy, including implementation and adoption plans, success metrics, renewal readiness, and expansion opportunities.
• Lead regular executive business reviews, clearly articulating performance against KPIs, ROI, and strategic impact.
• Proactively identify risks and opportunities across your portfolio, taking early action to mitigate churn and drive growth.
• Navigate and manage multiple complex initiatives across various business units within client organizations.
• Design and deliver tailored enablement and training sessions that align H1’s capabilities with client use cases and workflows.
• Take a “teach-to-fish” approach, empowering customers with scalable, self-service capabilities while providing hands-on guidance when needed.
• Analyze usage data, performance metrics, and customer feedback to identify trends, gaps, and optimization opportunities.
• Strategically lead and de-escalate critical client situations, partnering with internal stakeholders to drive timely resolution.
• Serve as the voice of the customer internally, providing structured feedback to product, engineering, and leadership teams to inform roadmap and prioritization.
• Collaborate cross-functionally with Product, Engineering, Sales, and Support to ensure a seamless customer experience across the full lifecycle.
• Consistently drive improvements in MAUs, NPS, CSAT, retention, and ARR across your book of business.

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: Senior
• Education Level: No Education Listed
• Number of Employees: 251-500 employees