Principal CSM, Health Advisory Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the complete account relationship for a key health/pharma client.

• Manage relationships with senior client stakeholders to ensure all workstreams remain on schedule.

• Develop communication strategies, program management materials, campaign schedules, and executive roadmaps.

• Craft initial drafts of communication strategies, briefing documents, and activation content for executive review.

• Spearhead renewal and expansion strategies in collaboration with Sales and Leadership.

• Provide accurate and strategic forecasts for a complex, high-value account.

• Conduct executive-facing Quarterly Business Reviews (QBRs) and facilitate long-term partnership discussions.

• Ensure alignment throughout a large, multi-stakeholder client organization.

• Proactively identify and address risks that may impact retention, expansion, or reputation.

• Manage intricate cross-functional projects, including dependencies, priorities, and timelines for delivery.

• Report directly to the Vice President of Revenue & Customer Success.

⛳️ Requirements

• BA/BS degree or equivalent relevant experience.

• 8–12+ years of experience in Customer Success, account management, or client delivery.

• Proven track record of managing enterprise-level, multi-stakeholder accounts with considerable complexity and deal size.

• Established ability to create structured, executive-ready plans from ambiguous or evolving directives.

• Exceptional communication, analytical, problem-solving, and program management capabilities.

• Familiarity with communication concepts and terminology.

• Understanding of regulated-industry review processes such as MLR/PRC-style approval steps is advantageous.

• Proficiency with Salesforce, G Suite, Microsoft products, and Zoom.

• Knowledge of Coda, Looker, or similar tools is a plus.

• Experience managing complex, high-revenue engagements.

• Capacity to align executive and administrative stakeholders to foster renewals, expansion, and referrals.

• Ability to work independently in ambiguous situations, demonstrating strong prioritization and foresight.

• Skill in providing and receiving constructive feedback effectively.

• Enthusiasm for well-being, performance, and the human impact of technology.

🏝️ Benefits

• Medical, dental, and vision coverage.

• 401(k) plan with company matching.

• Generous paid time-off programs.

• Thrive Time: additional paid time off following major projects or intensive work periods.

• Wellness perks and benefits.

• Opportunities for career advancement.

• Mission-driven impact.

• Competitive total compensation package.

• Performance bonus.

• Equity.