Customer Success Manager

Summary

Join H1's Customer Success team as a Customer Success Manager and build strong relationships with clients in the Health Plans and Digital Health space. You will act as the main point of contact, aligning client goals with H1's capabilities and guiding process improvements. Responsibilities include managing client onboarding, conducting business reviews, identifying growth opportunities, and escalating risks. You will also collaborate with cross-functional teams to resolve issues and enhance the customer experience, driving success metrics such as NPS, CSAT, and ARR growth. This role requires 3+ years of experience in Customer Success or Client Services at an Enterprise SaaS company, experience in the health industry, and strong project management skills. H1 offers a competitive salary, benefits, and a flexible work environment.

Requirements

• Proven success managing enterprise or mid-market clients in a B2B SaaS environment
• Adept at balancing multiple priorities across technical and business stakeholders
• A skilled communicator and presenter with executive presence
• Passionate about client success and long-term relationship building
• 3+ years of experience in Customer Success or Client Services at an Enterprise SaaS company
• Experience working in health plans, Insurance, digital health, provider data management organizations, or experience working in a highly-regulated industry
• Familiarity with data products, API integrations, and technical onboarding processes
• Strong project management skills, with experience owning a book of enterprise and mid-tier accounts

Responsibilities

• Act as the main point of contact, aligning client goals with H1’s capabilities and guiding process improvements
• Build strong stakeholder relationships to drive adoption, share feedback, and influence the product roadmap
• Manage the onboarding and ingestion of H1 data through cross-functional partnerships
• Conduct business reviews to track KPIs, surface insights, and identify growth opportunities
• Proactively identify, manage, and escalate risks
• Oversee multiple cross-functional initiatives across client organizations
• Deliver executive-level summaries highlighting ROI, adoption, and impact
• Collaborate with product, engineering, and support to resolve issues and enhance the customer experience
• Drive success metrics such as NPS, CSAT, and ARR growth

Benefits

• 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