Sr. Customer Success Manager - Health Plans & Digital Health

H1 • New York, NY

8h • $100,000 - $125,000 • Remote

About The Position

At H1, the mission is to provide data that optimally informs every doctor interaction globally, promoting health equity and building trust in healthcare systems. This is achieved by harnessing 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 relationships with existing customers, serving as the primary point of contact throughout the customer journey, identifying and communicating the value of H1's data, and helping clients realize value from the data within their solutions. As a Senior Customer Success Manager on the HPDH team, you will act as a trusted strategic and technical partner to clients in the Health Plans and Digital Health space, driving engagement, technical adoption, and long-term success across complex enterprise accounts.

Requirements

• You’re a strategic, relationship-driven and technically fluent CSM who thrives in fast-paced, client-facing environments.
• You’re comfortable operating as a player-coach, diving into technical details with clients while also leading high-level strategic conversations with executives.
• Proven success managing enterprise or mid-market clients in a B2B SaaS environment
• Strong technical acumen with the ability to engage in conversations around APIs, data formats, and integrations
• Experience supporting technical implementations, configurations, or onboarding of SaaS/data products
• Comfortable navigating ambiguity and operating in a fast-paced, evolving environment
• Skilled communicator who can translate complex technical concepts into clear, actionable insights for non-technical stakeholders
• Strong executive presence with the ability to influence and build trust across stakeholder levels
• Highly organized with strong project management skills and ability to manage multiple workstreams
• 5+ years of experience in Customer Success, Technical Account Management, or Client Services within an Enterprise SaaS environment
• Experience working with health plans, payer organizations, digital health companies, provider data, or highly regulated industries
• Demonstrated experience managing enterprise-level accounts ($1M+ ARR or equivalent complexity)
• Familiarity with data products, APIs, and technical onboarding and integration workflows
• Experience using Jira or similar ticketing systems to manage and resolve technical client issues
• Proven ability to support technical implementations and cross-functional delivery with Product & Engineering teams
• Strong project management experience, including managing complex timelines, dependencies, and stakeholders

Responsibilities

• Act as the primary point of contact for enterprise clients, owning relationships end-to-end from onboarding through renewal and expansion
• Lead technical onboarding and data ingestion efforts, partnering cross-functionally to ensure successful implementation and configuration of H1 solutions
• Translate client goals into both strategic and technical solutions, guiding process improvements and driving measurable outcomes
• Build strong stakeholder relationships across business and technical teams, including executive-level stakeholders
• Conduct Executive Business Reviews (EBRs) to track KPIs, demonstrate ROI, and identify growth opportunities
• Proactively identify, manage, and escalate risks, especially related to technical integrations, data delivery, and adoption
• Collaborate closely with Product, Engineering, and Support teams to troubleshoot issues and improve product experience
• Manage and prioritize technical client requests using Jira and ticketing systems, ensuring clear documentation and timely resolution
• Interpret API documentation and support clients with basic integrations and troubleshooting
• Drive success metrics such as NPS, CSAT, retention, and expansion across a portfolio of high-value accounts
• Mentor and provide guidance to more junior CSMs, helping elevate team capabilities and best practices

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