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H1 · 1 day ago

Director, Customer Success - Health Plans

United States

Full-time

Remote

Lead/Staff, Director/Executive

$110K/yr - $130K/yr

5+ years exp

H1 is a company dedicated to improving healthcare access through data and AI technology. The Director of Customer Success for Health Plans will lead the payer-focused Customer Success segment, managing a team while ensuring customer satisfaction and retention for complex health plan accounts.

BiotechnologyHealth CareLife ScienceMedicalTherapeutics

Comp. & Benefits

Responsibilities

Act as the final escalation point for all health plan customers, navigating complex operational, data, and relationship challenges with urgency and confidence

Lead, coach, and performance-manage a team of 3–6 Customer Success Managers focused exclusively on payer accounts

Maintain direct relationships with senior and executive stakeholders at national and regional health plans

Own and lead QBRs, adoption reviews, and strategic planning discussions with payer leadership

Oversee onboarding, data ingestion, and ongoing adoption in partnership with Product, Data, Engineering, and Support teams

Proactively identify, manage, and mitigate renewal and retention risk across the payer portfolio

Partner with Sales on expansion opportunities, ensuring credibility and alignment with payer priorities

Translate customer feedback and escalations into clear priorities for internal teams

Deliver executive-level summaries highlighting ROI, adoption, outcomes, and strategic impact

Drive success metrics including renewals, retention, expansion ARR, NPS, and CSAT

Qualification

Customer Success ManagementHealth Plan SolutionsExecutive Stakeholder ManagementB2B SaaS ExperienceData Workflows KnowledgeTeam LeadershipProblem SolvingCommunication SkillsPresentation Skills

Required

5–10+ years of experience in Customer Success, Account Management, or Health Plan Solutions within health-tech or payer-focused organizations

Deep domain experience with health plans / payers, including knowledge of payer operations, data workflows, utilization management, network or quality programs

Prior people management experience, ideally leading 2–10 Customer Success Managers or client-facing ICs

Demonstrated experience owning and resolving executive-level customer escalations

Experience managing enterprise or strategic accounts in a B2B SaaS or data-driven environment

Strong communication, presentation, and stakeholder management skills

Comfort operating in a hands-on, player-coach leadership role

Preferred

Proven success managing complex enterprise or strategic payer relationships

Strong executive presence with the ability to influence senior stakeholders

Comfortable balancing people leadership with direct customer ownership

Motivated by solving high-impact problems and delivering measurable outcomes

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

Company

H1

Glassdoor3.8

At H1, our mission is nothing short of creating a healthier future worldwide by unlocking and democratizing global access to critical expertise, HCP information, claims data, ground-breaking research and discoveries, and connected insights for all – doctors, researchers, industry and, ultimately, patients – bringing everyone closer together to advance medicine and clinical outcomes.

Founded in 2017

New York, New York, USA

201-500 employees