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H1 · 2 days ago

Customer Success Manager

New York, United States

Full-time

Hybrid

Mid Level

$88K/yr - $110K/yr

3+ years exp

H1 is dedicated to providing optimal healthcare information through its innovative platform. The Customer Success Manager will build strong relationships with clients, ensuring successful implementation and maximizing the value derived from H1's solutions.

BiotechnologyHealth CareLife ScienceMedicalTherapeutics

Comp. & Benefits

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

Qualification

Customer Success ManagementAccount ManagementProject ManagementLife Sciences ExperienceEnterprise SaaS ExperienceRelationship ManagementCommunicationPresentation Skills

Required

3+ years experience working in Customer Success, Account Management, or Client Services for an Enterprise SaaS company

You have experience working in or with Life Sciences, a plus for Medical Affairs or Clinical experience

You have experience with project management of high priority and complex accounts

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