[![Image]() Meet Jobicy Copilot — free AI autofill for job applications + remote job alerts ›](#) [All remote jobs](https://jobicy.com/jobs.md)Open role[![H1 logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/8f84b1ed-221.jpg)](https://jobicy.com/company/h1.md)Remote opportunity at[H1](https://jobicy.com/company/h1.md) # Principal Customer Success Manager – Pharma Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/h1.md)Share13 Sep 2026Published42Listing views4Application actions13 Oct 2026Apply before Opportunity details ## About this role. AI SummaryH1 is seeking a principal-level Customer Success Manager to lead strategic relationships for its largest pharma and CRO customers using its healthcare data and AI platform. The role owns customer strategy across implementation, adoption, value realization, renewals, risk mitigation, and expansion. It requires executive-level stakeholder management and leadership of complex programs involving internal teams, system integrators, and customer business units. The successful candidate will independently manage ambiguity, run executive business reviews, and improve adoption, satisfaction, retention, and ARR. Life sciences, medical affairs, or clinical experience is strongly preferred alongside enterprise B2B SaaS customer-facing experience. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a highly senior, principal-level role responsible for complex, high-ARR enterprise accounts and multi-party programs. Success depends on independent judgment, executive influence, and the ability to resolve ambiguity and escalations without direct authority. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianMarket rate$152,500US market range$140k–$180k0$198k AI insightThe disclosed base salary range is $145,000 to $160,000 USD yearly, with a midpoint of $152,500. A competitive US market base-salary range for a principal enterprise Customer Success Manager with pharma/life-sciences expertise is approximately $140,000 to $180,000 annually; variable commission and equity may increase total compensation. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[Enterprise SaaS](https://jobicy.com/jobs?search_keywords=Enterprise%20SaaS.md)[Pharma](https://jobicy.com/jobs?search_keywords=Pharma.md)[Life Sciences](https://jobicy.com/jobs?search_keywords=Life%20Sciences.md)[Account Strategy](https://jobicy.com/jobs?search_keywords=Account%20Strategy.md)[Executive Stakeholder Management](https://jobicy.com/jobs?search_keywords=Executive%20Stakeholder%20Management.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Renewals](https://jobicy.com/jobs?search_keywords=Renewals.md)[Expansion Strategy](https://jobicy.com/jobs?search_keywords=Expansion%20Strategy.md)[Program Management](https://jobicy.com/jobs?search_keywords=Program%20Management.md) Sample interview questionsHow have you managed a complex enterprise customer program involving multiple internal teams and external implementation partners?I establish a clear governance model with defined owners, milestones, decision paths, and success metrics. I maintain a shared operating cadence, surface dependencies early, and use executive escalation only when it is necessary to unblock critical outcomes. How do you demonstrate value and ROI to senior customer stakeholders? I align measurable outcomes to the customer’s original business objectives during onboarding and revisit them regularly. In executive business reviews, I connect platform adoption, operational improvements, and strategic KPIs to tangible business impact and next-step priorities. Describe your approach to a customer renewal that is at risk. I first diagnose the root causes by reviewing usage, stakeholder sentiment, unresolved issues, and value realization. I then build a documented recovery plan with accountable owners, near-term milestones, executive alignment, and frequent communication to restore confidence before the renewal decision. How do you balance customer advocacy with internal product and engineering constraints? I translate feedback into a structured business case that explains customer impact, urgency, revenue risk or opportunity, and strategic fit. I set transparent expectations with the customer while partnering with internal teams to identify practical workarounds and prioritize the most valuable requests. What would your first 90 days in this role look like? I would learn H1’s products, customer segments, operating model, and account health signals while building relationships with key internal partners. I would assess my portfolio’s stakeholder maps, adoption levels, renewal timelines, risks, and growth opportunities, then establish account plans and executive engagement cadences for priority customers. 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 Principal 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 both senior client stakeholders and users to drive adoption, value realization, retention, and growth across either H1’s Clinical or Medical & Commercial product lines. This role is designed for a highly autonomous, principal-level Customer Success leader who thrives in ambiguity, independently owns complex customer programs, strong personal accountability, and influences outcomes across customers, partners, and internal teams. Success in this role requires exceptional judgment, executive presence, and the ability to lead without direct authority. You will: – Own large-scale customer programs involving multiple business units, internal teams, System Integrators (SIs), and executive stakeholders. – Lead cross-functional initiatives by establishing governance, driving accountability, managing dependencies, and ensuring successful execution across internal and external teams. – Operate as the strategic point of contact for complex customer engagements, aligning competing priorities while driving measurable business outcomes and managing the overall account. – Lead multiple concurrent, cross-functional customer programs, balancing competing priorities across customer executives, implementation partners, and internal stakeholders while maintaining alignment on strategic objectives. – Build strong relationships with senior and executive-level stakeholders, positioning H1 as a critical partner in achieving their organizational goals. – Operate with minimal oversight while independently prioritizing competing customer and business needs. – Exercise sound judgment in highly ambiguous situations where there may not be an established playbook. – Identify gaps, define solutions, and drive execution without requiring direction from leadership. – Successfully navigate complex stakeholder dynamics during periods of organizational change or customer escalation. – 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. – 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. – Proactively identify and mitigate risk across all areas of the account. ABOUT YOU We’re looking for a Principal 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 quickly establish credibility and require little ramp-up to begin managing strategic customer relationships in the Pharma & CRO space. – You naturally create structure in ambiguous environments and enjoy solving complex organizational challenges. – You have exceptional ownership and accountability, following through on commitments without requiring close oversight. – You are known for bringing order to difficult customer situations and driving successful outcomes. – You influence without authority and effectively lead cross-functional teams toward shared objectives. REQUIREMENTS – 5+ years of experience in Customer Success, Account Management, Consulting, Program Management, or equivalent strategic customer-facing experience 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. COMPENSATION This role pays $145,000 to $160,000 per year, based on experience, plus variable commission, based on performance, in addition to stock options. Anticipated role close date: 09/21/2026 ### Compensation ### Additional Information 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. Show more [Apply now >](https://jobicy.com/jobs/153147-principal-customer-success-manager-pharma.md) > Annual salary information is not provided for this position. 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