H1

Senior Customer Success Manager

H1

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $110,000 - $130,000 per year

Job Level

Senior

About the role

  • 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.
  • Experience working in or with Life Sciences organizations strongly preferred; Medical Affairs or Clinical experience is a plus.
  • Proven ability to manage renewals, mitigate risk, and identify expansion opportunities.
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementdata analysisperformance metricscustomer feedback analysisaccount strategyrisk managementrenewal managementexpansion opportunity identificationenablement designtraining delivery
Soft Skills
relationship buildingstakeholder engagementstrategic communicationproblem-solvingcross-functional collaborationcustomer advocacyleadershipadaptabilitycritical thinkingproactive approach