Sr. Customer Success Manager

H1 is a company dedicated to providing access to healthcare information and promoting health equity. They are seeking a Senior Customer Success Manager to serve as a strategic advisor to their largest customers, driving adoption and value realization from the H1 platform.

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

Requirements:

• 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
• Experience working in or with Life Sciences organizations strongly preferred; Medical Affairs or Clinical experience is a plus