[Hiring] Senior Customer Success Manager @H1
Feb 12, 2025 - H1 is hiring a remote Senior Customer Success Manager. 💸 Salary: $100,000 to $130,000 per year plus commission and stock options. 📍Location: USA.
Role Description
The primary objective of the Senior Customer Success Manager II on our Strategic team is to be the trusted H1 partner to several of our largest clients by onboarding users, proactively engaging with customers, identifying account health, being the voice of the customer to internal teams, and delivering value by educating clients on H1 offerings. This Senior CSM II will own clients using one or multiple of our product offerings.
- Serve as the primary point of contact for all client engagements, ensuring alignment on objectives and expectations.
- Partner with key stakeholders to drive adoption, engagement, and strategic alignment of our platform within their organization.
- Conduct regular business reviews to track KPIs, identify opportunities for growth, and mitigate risks.
- Plan and execute user training sessions, ensuring adoption by equipping clients with best practices that fit their specific use cases and needs.
- Take a “teach-to-fish” approach, empowering users with self-service capabilities while providing hands-on support when needed.
- Navigate multiple complex projects across various business units within a client’s organization.
- Track program performance metrics and analyze reports to identify trends, gaps, and opportunities.
- Develop and deliver executive-level presentations summarizing impact, progress, and ROI.
- Proactively monitor customer sentiment, identifying early warning signs of risk.
- Strategically de-escalate critical situations, ensuring alignment with client goals and expectations.
- Serve as a trusted advisor, advocating for client needs internally while balancing business objectives.
- Work closely with engineering, product, and support teams to resolve client challenges efficiently.
- Provide structured feedback to inform the product roadmap and improve the customer experience.
- Collaborate with internal teams to ensure seamless handoffs across different phases of the customer journey.
- Drive to increase MAUs, NPS, CSAT, and ARR.
Qualifications
- 4+ years experience working in Customer Success, Account Management, or Client Services for an Enterprise SaaS company.
- You have experience working in or with Life Sciences, a plus for Medical Affairs or Clinical experience.
- You have experience with project management with high priority accounts.
Requirements
- You’re comfortable getting into the weeds while also managing strategic project work.
- You’re a strong communicator and presenter with a drive to own relationships and strategy within a set list of accounts.
- You have a track record of success in a results-driven, fast-paced environment.
Benefits
- 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.
Compensation
This role pays $100,000 to $130,000 per year, based on experience, plus variable commission, based on performance, in addition to stock options.
Anticipated role close date: 04/29/2025.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
$100,000 to $130,000 per year plus commission and stock options
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Feb 12, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
