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Salary: USD 115,000 - 135,000 / annual
H1 is a healthcare data and AI platform on a mission to provide optimal medical insights to inform every doctor interaction globally. The Principal Customer Success Manager will serve as a strategic trusted advisor to H1's largest and most complex pharma and life sciences customers, owning the end-to-end customer relationship and driving adoption, value realization, retention, and growth.
In this principal-level role, you will operate with high autonomy, managing large-scale customer programs involving multiple business units, system integrators, and executive stakeholders. You'll lead cross-functional initiatives by establishing governance, managing dependencies, and ensuring successful execution across internal and external teams. You'll be the strategic point of contact for complex customer engagements, balancing competing priorities while driving measurable business outcomes.
Key responsibilities include: owning account strategy including implementation plans, success metrics, and expansion opportunities; leading regular executive business reviews with clear KPI and ROI articulation; serving as the voice of the customer internally to inform product and engineering roadmaps; collaborating cross-functionally with Product, Engineering, Sales, and Support teams; and proactively identifying and mitigating account risks. You'll drive improvements in key metrics including MAUs, NPS, CSAT, retention, and ARR across your customer portfolio.
You bring 5+ years of customer success, account management, consulting, or program management experience in enterprise B2B SaaS environments. You have demonstrated success owning complex, high-ARR accounts with senior stakeholder engagement and strong project management capabilities across multi-threaded initiatives. Experience in life sciences, medical affairs, or clinical settings is strongly preferred. You naturally create structure in ambiguous environments, exercise sound judgment without established playbooks, and influence outcomes across customers and internal teams without direct authority. You're known for bringing order to difficult customer situations and driving successful outcomes.
