Sr. Customer Success Manager - Pharma at H1 (Remote)

About the role

At H1, we believe access to the best healthcare information is a basic human right. Our mission is to provide a platform 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 action 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, trusted relationships with existing customers to ensure they successfully implement the H1 platform, drive sustained engagement, and realize measurable business value from our solutions.

WHAT YOU'LL DO AT H1

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 across Medical & Commercial product lines.

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.

ABOUT YOU

We’re looking for a Senior Customer Success Manager who is passionate about delivering measurable value to enterprise customers at scale. You bring a strategic mindset, strong executive presence, and the ability to balance deep problem-solving with long-term relationship management. You thrive in fast-paced environments and take pride in owning outcomes for your customers.

- 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.

REQUIREMENTS

- 5+ years of experience in Customer Success or Client Services within an Enterprise or Strategic B2B SaaS environment.
- Willingness to flex hours to support an EU book of business
- 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.

About the role