Senior Customer Success Manager, H1
Pharma
Platform connecting healthcare professionals
Open for applications
Platform connecting healthcare professionals
501-1000 employees
Open for applications
501-1000 employees
Company mission
To create a healthier future by delivering a platform that connects stakeholders across the healthcare ecosystem and encourages purposeful relationships.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
Application process
- Anticipated role close date: 6/15/2026
Our take
The increasing costs and difficulty of drug discovery requires healthcare organizations and pharmaceutical companies to be able to quickly connect to professionals and thought leaders with specific credentials or research history. H1 addresses these needs by allowing life sciences companies, hospitals and healthcare systems to locate the professionals they need.
H1 is the world’s largest healthcare database. It acts a bit like LinkedIn for healthcare professionals, and has already built a network of more than 9 million users. It has also built a corporate client base of 250 enterprises which is able to access its data which spans more than 250 million patients and over 10 billion health care claims.
The company graduated from Y Combinator's accelerator program in January 2020, and has since raised considerable funding, expanded into Europe and Asia, and built out its data network. It continues to attract investment, most lately from CVS Health Ventures, which showcases the industry regard for its offering.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-7% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2026
$40m
LATE VC
Jun 2022
$23m
SERIES C
Total funding: $227.2m
Company benefits
- Flexible work hours
- Commuter benefits
- Stock options
- Computer setup
- Work from home opportunities
- Health & life insurance
- Retirement options
- Unlimited PTO
- Flex Give & Flex Spend
- Impactful BRGs
Company HQ
Flatiron District, New York, NY
Leadership
Ariel Katz
(CEO & Co-Founder)Previously founded acquired online database, ResearchConnection, before co-founding H1.
Ian Sax
(Co-Founder)Ian has been building businesses for over two decades. He began his start up career at The Carson Group, where he built the firm's global people, institution, and shareholder platform.
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