About this role.
H1 is hiring a senior bilingual Customer Success Manager to own strategic relationships with large pharmaceutical and life sciences customers. The role drives implementation, adoption, value realization, renewals, retention, and account expansion across Medical and Commercial product lines. The successful candidate will lead executive business reviews, analyze product usage and customer-health metrics, deliver enablement, and coordinate with Product, Engineering, Sales, and Support. Candidates need at least five years of enterprise B2B SaaS customer success or client services experience, Spanish and English fluency, and the ability to support a European book of business with flexible hours.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would begin by aligning with executive sponsors on business objectives, priority use cases, stakeholders, and measurable outcomes. I would translate those goals into an adoption plan with milestones, ownership, health metrics, enablement sessions, and a recurring executive-review cadence.
I would monitor usage, engagement, support trends, stakeholder sentiment, renewal timing, and achievement of agreed outcomes. If risk emerged, I would validate the root cause with the customer, create a documented recovery plan with clear owners and deadlines, and involve the appropriate internal leaders early.
I focus the discussion on the customer's strategic goals rather than product activity alone. I present adoption and outcome metrics, ROI or operational impact, key accomplishments, risks, recommendations, and a forward-looking plan that earns alignment on next priorities.
I would first clarify the underlying business need and assess whether an existing workflow can solve it. When a true gap remains, I would document its customer impact, urgency, and broader applicability, then provide structured feedback to Product while maintaining transparent expectations with the customer.
I would establish reliable overlap hours for critical customer meetings, communicate availability clearly, and use concise documentation and follow-up plans to keep work moving asynchronously. I would also protect time for proactive account analysis and internal coordination so responsiveness does not become purely reactive.
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.
– Bilingual (Spanish & English Required)
– 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.
Compensation
Additional Information
H1 OFFERS
– 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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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