H1 · 2 weeks ago
Sr. Customer Success Manager
United States
Full-time
Remote
Senior Level
$110K/yr - $130K/yr
5+ years expH1 is dedicated to providing a platform that enhances healthcare information access. The Senior Customer Success Manager will serve as a strategic advisor to key clients, ensuring successful implementation and engagement with H1's platform while driving value realization and growth.
BiotechnologyHealth CareLife ScienceMedicalTherapeutics
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
Qualification
Required
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
Preferred
Experience working in or with Life Sciences organizations strongly preferred; Medical Affairs or Clinical experience is a plus
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
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.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$193.9MKey Investors
Altimeter CapitalMenlo VenturesY Combinator
2024-12-31Series Unknown
2022-06-13Debt Financing
2022-06-09Series C· $23M
Leadership Team
Ian Sax
Co-Founder
Devin Basinger
Chief Operations Officer
Recent News
Research & Development World
2025-08-13
2025-06-14
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