Customer Success Manager

H1 is committed to improving healthcare access through data and AI technology. The Customer Success Manager will oversee client relationships, drive engagement, and ensure clients realize value from H1's platform by managing implementations and providing strategic support.

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

Requirements:

• 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