Senior Customer Success Manager – Health Plans, Digital Health

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the main strategic liaison for designated enterprise and strategic accounts, ensuring alignment on goals, outcomes, and long-term success.

• Cultivate robust relationships with senior and executive-level stakeholders, establishing H1 as a vital partner in meeting their organizational objectives.

• Oversee and direct account strategy, encompassing implementation and adoption plans, success metrics, renewal preparedness, and growth opportunities.

• Conduct regular executive business reviews, effectively communicating performance against KPIs, ROI, and strategic impact.

• Anticipate and identify risks and opportunities within your portfolio, taking proactive steps to reduce churn and stimulate growth.

• Navigate and manage multiple intricate initiatives across various business units within client organizations.

• Create and conduct customized enablement and training sessions that align H1’s capabilities with client use cases and workflows.

• Employ a 'teach-to-fish' philosophy, enabling customers with scalable, self-service options while offering hands-on support when necessary.

• Evaluate usage data, performance metrics, and customer feedback to identify trends, gaps, and opportunities for optimization.

• Strategically lead and de-escalate critical client situations, collaborating with internal stakeholders to ensure timely resolution.

• Act as the customer advocate internally, offering structured feedback to product, engineering, and leadership teams to guide roadmap and prioritization.

• Work cross-functionally with Product, Engineering, Sales, and Support to guarantee a seamless customer experience throughout the entire lifecycle.

• Continuously enhance MAUs, NPS, CSAT, retention, and ARR across your portfolio.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or Client Services within an Enterprise or Strategic B2B SaaS setting.

• Proven experience managing complex, high-ARR accounts with engagement from senior stakeholders.

• Strong project management skills across multi-threaded, high-priority initiatives.

• Experience working in or with Life Sciences organizations is highly preferred; experience in Medical Affairs or Clinical settings is a bonus.

• Demonstrated ability to manage renewals, reduce risk, and identify expansion opportunities.

🏝️ Benefits

• Comprehensive range of health insurance options, along with generous paid time off.

• Scheduled company-wide wellness holidays.

• Retirement plan options.

• Health and charitable donation stipends.

• Engaging Business Resource Groups.

• Flexible working hours and the ability to work from anywhere.