Job Description

Employment Type: Full-time

Position Overview

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 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 Customer Success Manager is to be the trusted H1 partner to several of our largest clients by overseeing the account relationship end-to-end. This includes project managing new client implementation, 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 Customer Success role will be managing clients in H1’s Medical & Commercial product line pillars.

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 Customer Success Manager 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

• 5+ years of 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.

Compensation

This role pays $100,000 to $120,000 per year, based on experience, plus a variable commission.