Sr. Customer Success Manager - Clinical
The primary objective of the Senior Customer Success Manager is to serve as a strategic, trusted advisor to a portfolio of H1’s largest and most complex customers. You will own the customer relationship end-to-end, partnering closely with senior client stakeholders to drive adoption, value realization, retention, and growth.
This role is designed for a highly autonomous, senior-level CSM who can independently manage complex accounts, lead executive-level conversations, and proactively identify opportunities to expand and deepen client partnerships.
You will:
- 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.
- You are comfortable operating both strategically and tactically, diving into details while maintaining a high-level view of account health and growth.
- You are a confident communicator and presenter, able to lead executive discussions and influence decision-making.
- You have a proven track record of managing complex, high-value accounts and driving measurable business outcomes.
- You are proactive, organized, and able to manage ambiguity with confidence.
- 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.
As published by lever · 7 questions · 1 written answer
Basics
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Other website, What gender do you most closely identify as?Select one option below, Are you a veteran?Select one option below, I identify my race and/or ethnicity identity as... Select one option below, What sexual orientation do you most closely identify with?Select one option below
Pick from a list (5)
- Are you legally eligible to work in the US?
- Are you currently on an OPT visa?
- Will you now or in the future require visa sponsorship for employment at H1?
- Are you aware of, or subject to, any restrictive covenants (including, but not limited to, any non-compete agreement or provision) that would impact your ability to fully perform the duties of the role to which you are applying?
- Are you aware of, or subject to, any past, pending, or future litigation that would impact your ability to fully perform the duties of the role to which you are applying?
Written answers (1)
- If yes to either, please briefly describe any limitation. Otherwise, please type, "N/A."
Attachments (1)
- Tell us about yourself and why you're interested in H1 by attaching a cover letter below optional