Principal Customer Success Manager - Pharma

H1 is a company dedicated to providing healthcare information and promoting health equity. They are seeking a Principal Customer Success Manager to serve as a strategic advisor to their largest customers, ensuring successful implementation and engagement with H1's platform while driving measurable business value.

Responsibilities:

• 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

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
• Proven ability to manage renewals, mitigate risk, and identify expansion opportunities
• Experience working in or with Life Sciences organizations strongly preferred; Medical Affairs or Clinical experience is a plus