Customer Success Manager- Life Sciences | Bilingual (Spanish & English Required)

H1’s Customer Success team is focused on building deep relationships with existing customers in order to help them implement the H1 platform, drive engagement, and realize value from the data within our solutions.

WHAT YOU'LL DO AT H1

The primary objective of a Customer Success Manager is to be the trusted H1 partner to several of our 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 role will own clients using one or multiple of our product offerings.

You will:

- 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

ABOUT YOU

We’re looking for a CSM who is passionate about delivering value to clients on a global scale. You’ll solve business problems, support, and develop relationships with H1’s largest accounts. This role will suit a committed, approachable, and strategic individual who will set our clients up for success and growth.

- 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

REQUIREMENTS

- 3+ years experience working in Customer Success, Account Management, or Client Services for an Enterprise SaaS company

- Bilingual (Spanish & English Required)

- 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

COMPENSATION

This role