Senior Customer Success Manager

Summary

Join H1's Customer Success team as a Senior Customer Success Manager II and become a trusted partner to our largest clients. You will onboard users, drive engagement, and ensure clients realize value from our platform. This role involves managing multiple complex projects, conducting business reviews, and delivering executive-level presentations. You will proactively monitor customer sentiment, de-escalate critical situations, and work closely with internal teams to resolve client challenges. Success in this role requires strong communication, strategic thinking, and a proven track record in a fast-paced environment. H1 offers a competitive salary, benefits, and the opportunity to work with leading biotech and life sciences companies.

Requirements

• 4+ years experience working in Customer Success, Account Management, or Client Services for an Enterprise SaaS company
• Experience working in or with Life Sciences
• Experience with project management with high priority accounts

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

Preferred Qualifications

• Experience in Medical Affairs or Clinical experience
• 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

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