Enterprise Senior CSM — Strategic Growth

H1; København; Hybrid; DKK 700,000 - 1,100,000; Full time

Benefits offered by this job

Competitive salary + equity (RSUs)

5 weeks paid vacation + wellness days

Pension with employer match

Health, mobile phone & home officestip

Culture built on hygge — low hierarchy

Monthly team social (søbar)

Direct embed with top pharma client

Exposure to life sciences network

Job summary

H1 is seeking a Senior Customer Success Manager in Copenhagen to act as a strategic, trusted advisor for its largest enterprise accounts. This role follows a hybrid work schedule in our Copenhagen office and focuses on driving adoption, value realization, retention, and growth across global healthcare clients.

You will own the customer relationship end-to-end, lead executive business reviews, manage renewals, mitigate risk, and collaborate with Product, Engineering, Sales, and Support to ensure

Qualifications

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

Responsibilities

• Serve as the primary strategic 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.
• Partner with customers to understand their business needs and document requirements.
• 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.

Skills

Executive engagement

Strategic planning

Project management

Executive relationships

Job description

H1 is seeking a Senior Customer Success Manager in Copenhagen to act as a strategic, trusted advisor for its largest enterprise accounts. This role follows a hybrid work schedule in our Copenhagen office and focuses on driving adoption, value realization, retention, and growth across global healthcare clients.

You will own the customer relationship end-to-end, lead executive business reviews, manage renewals, mitigate risk, and collaborate with Product, Engineering, Sales, and Support to ensure