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Principal Customer Success Manager - Pharma

2 months, 2 weeks ago
United States
Full-time
Lead
Customer Success Manager
Project and Program Management
Apply Now
H1

H1

H1 is the connecting force for global healthcare professionals, providing a trusted source of information and insights to drive research and commercial success.

Professional Services
251-1K
Founded 2017
$204M raised
View All Jobs 5

Description

  • Own the end-to-end customer relationship for a portfolio of H1’s largest and most complex customers.
  • Serve as a strategic, trusted advisor to senior client stakeholders and users.
  • Lead large-scale customer programs spanning multiple business units, internal teams, system integrators, and executive stakeholders.
  • Establish governance, manage dependencies, and drive accountability across cross-functional initiatives.
  • Align competing priorities and lead multiple concurrent customer programs toward shared objectives.
  • Build and maintain strong relationships with senior and executive-level stakeholders.
  • Own account strategy, including implementation and adoption plans, success metrics, renewal readiness, and expansion opportunities.
  • Lead executive business reviews and present performance against KPIs, ROI, and strategic impact.
  • Act as the voice of the customer internally to inform product, engineering, and leadership decisions.
  • Collaborate with Product, Engineering, Sales, and Support to deliver a seamless customer experience.
  • Proactively identify and mitigate account risk across renewals, adoption, and customer health.
  • Drive improvements in MAUs, NPS, CSAT, retention, and ARR across the book of business.

Requirements

  • 5+ years of experience in Customer Success, Account Management, Consulting, Program Management, or equivalent strategic customer-facing experience in an enterprise or strategic B2B SaaS environment.
  • Demonstrated experience managing 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.
  • Ability to work independently with minimal oversight in ambiguous environments.
  • Strong executive presence and judgment.
  • Ability to influence without authority and lead cross-functional teams.

Benefits

  • $115,000 to $135,000 annual base salary, depending on experience.
  • Variable commission based on performance.
  • Stock options.
  • Full suite of health insurance options.
  • Generous paid time off.
  • Pre-planned company-wide wellness holidays.
  • Retirement options.
  • Health and charitable donation stipends.
  • Flexible work hours and the opportunity to work from anywhere.

Interested in this position?

Apply directly on the company website

Apply Now

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