Sr. Customer Success Manager - Pharma (Bilingual - Spanish & English Required)

H1; Deutschland; Remote; EUR 107,000 - 154,000; Full time

Benefits offered by this job

Generous PTO & wellness holidays

Retirement options

Health & charitable donation stipends

Impactful Business Resource Groups

Flexible work hours / work from anyone

Job summary

H1 is seeking a Senior Customer Success Manager to serve as a strategic advisor to our largest customers in the Life Sciences space. You will own relationships end-to-end, drive adoption, and deliver measurable value across Medical & Commercial product lines.

This role is highly autonomous, including executive-level conversations, renewal leadership, and expansion opportunities. You will collaborate with Product, Engineering, Sales, and Support to ensure a seamless customer experience remotely.

Qualifications

• 5+ years in enterprise SaaS customer success or client services.
• Bilingual Spanish and English required.
• Willingness to flex hours for an EU book of business.
• Experience owning complex, high-ARR accounts with senior stakeholder engagement.
• Strong project management across multi-threaded, high-priority initiatives.
• Experience in Life Sciences or Medical Affairs is a plus.

Responsibilities

• Serve as the primary strategic point of contact for assigned enterprise and strategic accounts, ensuring alignment on objectives and long-term success.
• Build relationships with senior and executive-level stakeholders, positioning H1 as a key partner.
• Own and drive account strategy, including implementation and adoption plans, success metrics, renewal readiness, and expansion opportunities.
• Lead regular executive business reviews, communicating performance against KPIs, ROI, and strategic impact.
• Proactively identify risks and opportunities to mitigate churn and drive growth.
• Navigate and manage multiple complex initiatives across client organizations.
• Design and deliver enablement and training sessions aligned to use cases and workflows.
• Teach-to-fish approach, enabling self-service while providing hands-on guidance when needed.
• Analyze usage data and feedback to identify trends and opportunities.
• Lead de-escalation of critical client situations and coordinate with internal teams.
• Voice of the customer to inform roadmap and prioritization.
• Collaborate across Product, Engineering, Sales, and Support for a seamless lifecycle.
• Drive improvements in MAUs, NPS, CSAT, retention, and ARR.

Skills

Strategic mindset

Executive presence

Client relationship management

Cross-functional collaboration

Negotiation & renewal management

Job description

Location: United Kingdom

At H1, we believe access to the best healthcare information is a basic human right. Our mission is to provide a platform that can optimally inform every doctor interaction globally. This promotes health equity and builds needed trust in healthcare systems. To accomplish this our teams harness the power of data and AI-technology to unlock groundbreaking medical insights and convert those insights into action that result in optimal patient outcomes and accelerates an equitable and inclusive drug development lifecycle. Visit h1.co to learn more about us.

H1’s Customer Success team is focused on building deep, trusted relationships with existing customers to ensure they successfully implement the H1 platform, drive sustained engagement, and realize measurable business value from our solutions.

WHAT YOU'LL DO AT H1

The primary objective of the Senior Customer Success Manager is to serve as a strategic, trusted advisor to a portfolio of H1’s largest and most complex customers. You will own the customer relationship end-to-end, partnering closely with senior client stakeholders to drive adoption, value realization, retention, and growth across Medical & Commercial product lines.

This role is designed for a highly autonomous, senior-level CSM who can independently manage complex accounts, lead executive-level conversations, and proactively identify opportunities to expand and deepen client partnerships.

You will:

• Serve as the primary strategic point of contact for assigned enterprise and strategic accounts, ensuring alignment on objectives, outcomes, and long-term success.

• Build strong relationships with senior and executive-level stakeholders, positioning H1 as a critical partner in achieving their organizational goals.

• Own and drive account strategy, including implementation and adoption plans, success metrics, renewal readiness, and expansion opportunities.

• Lead regular executive business reviews, clearly articulating performance against KPIs, ROI, and strategic impact.

• Proactively identify risks and opportunities across your portfolio, taking early action to mitigate churn and drive growth.

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

• Design and deliver tailored enablement and training sessions that align H1’s capabilities with client use cases and workflows.

• Take a “teach-to-fish” approach, empowering customers with scalable, self-service capabilities while providing hands‑on guidance when needed.

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

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

• Serve as the voice of the customer internally, providing structured feedback to product, engineering, and leadership teams to inform roadmap and prioritization.

• Collaborate cross-functionally with Product, Engineering, Sales, and Support to ensure a seamless customer experience across the full lifecycle.

• Consistently drive improvements in MAUs, NPS, CSAT, retention, and ARR across your book of business.

About You

We’re looking for a Senior Customer Success Manager who is passionate about delivering measurable value to enterprise customers at scale. You bring a strategic mindset, strong executive presence, and the ability to balance deep problem‑solving with long‑term relationship management. You thrive in fast‑paced environments and take pride in owning outcomes for your customers.

• You are comfortable operating both strategically and tactically, diving into details while maintaining a high‑level view of account health and growth.

• You are a confident communicator and presenter, able to lead executive discussions and influence decision‑making.

• You have a proven track record of managing complex, high‑value accounts and driving measurable business outcomes.

• You are proactive, organized, and able to manage ambiguity with confidence.

REQUIREMENTS

• 5+ years of experience in Customer Success or Client Services within an Enterprise or Strategic B2B SaaS environment.
• Bilingual (Spanish & English Required)
• Willingness to flex hours to support an EU book of business
• Demonstrated experience owning 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.

Compensation

Additional Information

H1 OFFERS

• 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

H1 is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

H1 is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you require an accommodation, please reach out to your recruiter once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.