Job description
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. This promotes health equity and builds needed trust in healthcare systems. To accomplish this our teams harness the power of data and AI-technology to unlock groundbreaking medical insights and convert those insights into action that result in optimal patient outcomes and accelerates an equitable and inclusive drug development lifecycle. Visit h1.co to learn more about us.
H1’s Customer Success team is focused on building deep relationships with existing customers in order to help them implement the H1 platform, drive engagement, and realize value from the data within our solutions.
WHAT YOU’LL DO AT H1
The primary objective of the Senior Customer Success Manager II on our Strategic team is to be the trusted H1 partner to several of our largest clients by onboarding users, proactively engaging with customers, identifying account health, being the voice of the customer to internal teams, and delivering value by educating clients on H1 offerings. This Senior CSM II will own clients using one or multiple of our product offerings.
You will:
- 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
ABOUT YOU
We’re looking for a Senior CSM who is passionate about delivering value to clients on a global scale. You’ll solve business problems, support, and develop relationships with H1’s largest accounts. This role will suit a committed, approachable, and strategic individual who will set our clients up for success and growth.
- You’re comfortable getting into the weeds while also managing strategic project work
- You’re a strong communicator and presenter with a drive to own relationships and strategy within a set list of accounts
- You have a track record of success in a results-driven, fast-paced environment
REQUIREMENTS
- 4+ 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 with high priority accounts
COMPENSATION
This rolepays $100,000 to $130,000 per year, based on experience, plus variable commission, based on performance, in addition to stock options.
Anticipated role close date: 04/29/2025
H1 OFFERS
- 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
H1 is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.
H1 is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you require an accommodation, please reach out to your recruiter once you’ve begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
