Strategic Enterprise Customer Success Leader

H1; Oregon; On-site; USD 100,000 - 122,000; Full time

Benefits offered by this job

Health insurance options

Generous paid time off

Retirement options

Health & charitable donation stipends

Wellness holidays

Impactful Business Resource Groups

Job summary

H1 is seeking a Senior Customer Success Manager to lead end-to-end relationships with our largest, most strategic accounts in the United States. You will drive adoption, value realization, retention, and growth while partnering with executive stakeholders to align objectives with H1 capabilities.

The role requires a strategic thinker with strong communication skills, proven success managing high-ARR accounts, and the ability to coordinate cross-functionally with Product, Engineering, Sales, and

Qualifications

• 5+ years of experience in Customer Success, Account Management, or Client Services within an Enterprise or Strategic B2B SaaS environment.
• Experience owning complex, high-ARR accounts with senior stakeholder engagement.
• Strong project management experience across multi-threaded, high-priority initiatives.
• Experience working in 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 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

Executive stakeholder engagement

Enterprise SaaS experience

Renewals management

Project management

Account growth

Job description

H1 is seeking a Senior Customer Success Manager to lead end-to-end relationships with our largest, most strategic accounts in the United States. You will drive adoption, value realization, retention, and growth while partnering with executive stakeholders to align objectives with H1 capabilities.

The role requires a strategic thinker with strong communication skills, proven success managing high-ARR accounts, and the ability to coordinate cross-functionally with Product, Engineering, Sales, and