Customer Success Manager

• 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.

Senior Customer Success Manager – Health Plans, Digital Health