At H1, we believe access to the best healthcare information is a basic human right. Our mission is to provide data that can optimally inform every doctor interaction globally. This promotes health equity and builds needed trust in healthcare systems. To accomplish this our teams harness the power of data and AI-technology to unlock groundbreaking medical insights and convert those insights into actions that result in optimal patient outcomes and accelerates an equitable and inclusive drug development lifecycle. Visit h1.co to learn more about us.
H1’s Customer Success team is focused on building deep relationships with existing customers as the point of contact throughout the entire customer journey, identifying and communicating ways our data delivers value to support their ongoing initiatives, and helping them realize value from the data within our solutions.
WHAT YOU'LL DO AT H1
As a Senior Customer Success Manager on our HPDH team, you’ll serve as a trusted strategic and technical partner to clients in the Health Plans and Digital Health space, driving engagement, technical adoption, and long-term success across complex enterprise accounts.
In this role, you will:
- 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
- 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
ABOUT YOU
You’re a strategic, relationship-driven and technically fluent CSM who thrives in fast-paced, client-facing environments. You’re comfortable operating as a player-coach, diving into technical details with clients while also leading high-level strategic conversations with executives.
- 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
- 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
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
- 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
COMPENSATION
This role pays $100,000k to $125,000k per year, based on experience, plus a variable commission based on personal performance, in addition to stock options.
Anticipated role close date: 6/28/2026
H1 OFFERS
- 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
H1 is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.
H1 is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you require an accommodation, please reach out to your recruiter once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.