Principal Customer Success Manager - Pharma

What You'll Do at H1

The primary objective of the Principal 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 both senior client stakeholders and users to drive adoption, value realization, retention, and growth across either H1’s Clinical or Medical & Commercial product lines.

This role is designed for a highly autonomous, principal-level Customer Success leader who thrives in ambiguity, independently owns complex customer programs, strong personal accountability, and influences outcomes across customers, partners, and internal teams. Success in this role requires exceptional judgment, executive presence, and the ability to lead without direct authority.

You will

• Own large-scale customer programs involving multiple business units, internal teams, System Integrators (SIs), and executive stakeholders.
• Lead cross-functional initiatives by establishing governance, driving accountability, managing dependencies, and ensuring successful execution across internal and external teams.
• Operate as the strategic point of contact for complex customer engagements, aligning competing priorities while driving measurable business outcomes and managing the overall account.
• Lead multiple concurrent, cross-functional customer programs, balancing competing priorities across customer executives, implementation partners, and internal stakeholders while maintaining alignment on strategic objectives.
• Build strong relationships with senior and executive-level stakeholders, positioning H1 as a critical partner in achieving their organizational goals.
• Operate with minimal oversight while independently prioritizing competing customer and business needs.
• Exercise sound judgment in highly ambiguous situations where there may not be an established playbook.
• Identify gaps, define solutions, and drive execution without requiring direction from leadership.
• Successfully navigate complex stakeholder dynamics during periods of organizational change or customer escalation.
• 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.
• 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.
• Proactively identify and mitigate risk across all areas of the account.

About You

• We’re looking for a Principal 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 quickly establish credibility and require little ramp-up to begin managing strategic customer relationships in the Pharma & CRO space.
• You naturally create structure in ambiguous environments and enjoy solving complex organizational challenges.
• You have exceptional ownership and accountability, following through on commitments without requiring close oversight.
• You are known for bringing order to difficult customer situations and driving successful outcomes.
• You influence without authority and effectively lead cross-functional teams toward shared objectives.

Requirements

• 5+ years of experience in Customer Success, Account Management, Consulting, Program Management, or equivalent strategic customer-facing experience 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.

Compensation

This role pays $145,000 to $160,000 per year, based on experience, plus variable commission, based on performance, in addition to stock options.

Anticipated role close date: 10/01/2026