Strategic Enterprise CSM: Executive Engagement & Growth

H1; United States; Remote; USD 100,000 - 122,000; Full time

Benefits offered by this job

Health insurance options

Generous paid time off

Retirement options

Wellness holidays

RSU equity

Job summary

H1 is seeking a Senior Customer Success Manager who will act as a strategic, trusted advisor to a portfolio of our largest enterprise customers, owning the relationship end‑to‑end and driving adoption, value realization, retention, and growth.

You will lead executive reviews, identify expansion opportunities, mitigate risks, and partner across Product, Engineering, Sales, and Support to deliver a seamless customer experience and maximize ARR.

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.

Responsibilities

• 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.

Skills

Customer Success

Enterprise B2B SaaS

Stakeholder management

Project management

Job description

H1 is seeking a Senior Customer Success Manager who will act as a strategic, trusted advisor to a portfolio of our largest enterprise customers, owning the relationship end‑to‑end and driving adoption, value realization, retention, and growth.

You will lead executive reviews, identify expansion opportunities, mitigate risks, and partner across Product, Engineering, Sales, and Support to deliver a seamless customer experience and maximize ARR.