Sr. Customer Success Manager - Health Plans & Digital Health

H1 is dedicated to providing equitable healthcare information and insights through data and AI technology. The Senior Customer Success Manager will serve as a strategic partner to clients in the Health Plans and Digital Health space, driving engagement and ensuring successful implementation of H1 solutions.

Responsibilities:

• Act as the primary point of contact for enterprise clients, owning relationships end-to-end from onboarding through renewal and expansion
• Lead technical onboarding and data ingestion efforts, partnering cross-functionally to ensure successful implementation and configuration of H1 solutions
• Translate client goals into both strategic and technical solutions, guiding process improvements and driving measurable outcomes
• Build strong stakeholder relationships across business and technical teams, including executive-level stakeholders
• Conduct Executive Business Reviews (EBRs) to track KPIs, demonstrate ROI, and identify growth opportunities
• Proactively identify, manage, and escalate risks, especially related to technical integrations, data delivery, and adoption
• Collaborate closely with Product, Engineering, and Support teams to troubleshoot issues and improve product experience
• Manage and prioritize technical client requests using Jira and ticketing systems, ensuring clear documentation and timely resolution
• Interpret API documentation and support clients with basic integrations and troubleshooting
• Drive success metrics such as NPS, CSAT, retention, and expansion across a portfolio of high-value accounts
• Mentor and provide guidance to more junior CSMs, helping elevate team capabilities and best practices

Requirements:

• 5+ years of experience in Customer Success, Technical Account Management, or Client Services within an Enterprise SaaS environment
• Experience working with health plans, payer organizations, digital health companies, provider data, or highly regulated industries
• Demonstrated experience managing enterprise-level accounts ($1M+ ARR or equivalent complexity)
• Familiarity with data products, APIs, and technical onboarding and integration workflows
• Experience using Jira or similar ticketing systems to manage and resolve technical client issues
• Proven ability to support technical implementations and cross-functional delivery with Product & Engineering teams
• Strong project management experience, including managing complex timelines, dependencies, and stakeholders
• Proven success managing enterprise or mid-market clients in a B2B SaaS environment
• Strong technical acumen with the ability to engage in conversations around APIs, data formats, and integrations
• Experience supporting technical implementations, configurations, or onboarding of SaaS/data products
• Comfortable navigating ambiguity and operating in a fast-paced, evolving environment
• Skilled communicator who can translate complex technical concepts into clear, actionable insights for non-technical stakeholders
• Strong executive presence with the ability to influence and build trust across stakeholder levels
• Highly organized with strong project management skills and ability to manage multiple workstreams