Director, Customer Success - New York - H1

Description

At H1, we believe access to the best healthcare information is a basic human right. Our mission is to provide a platform that can optimally inform every doctor interaction globally. This promotes health equity and builds needed trust in healthcare systems. To accomplish this our teams harness the power of data and AI-technology to unlock groundbreaking medical insights and convert those insights into action that result in optimal patient outcomes and accelerates an equitable and inclusive drug development lifecycle. learn more about us.

H1's Customer Success team is focused on building deep, strategic relationships with existing customers as the point of accountability throughout the entire post-sale journey. We partner closely with customers to ensure they realize measurable value from H1's data and solutions while driving long-term retention and growth.

WHAT YOU'LL DO AT H1
As a Director, Customer Success – Health Plans, you will lead H1's payer-focused Customer Success segment, managing a small team of Customer Success Managers while serving as the senior escalation point for H1's largest and most complex health plan customers.

This is a hands-on player-coach role, balancing executive-level client ownership with people leadership and cross-functional coordination.

In this role, you will:
- Act as the final escalation point for all health plan customers, navigating complex operational, data, and relationship challenges with urgency and confidence.
- Lead, coach, and performance-manage a team of 3–6 Customer Success Managers focused exclusively on payer accounts.
- Maintain direct relationships with senior and executive stakeholders at national and regional health plans.
- Own and lead QBRs, adoption reviews, and strategic planning discussions with payer leadership.
- Oversee onboarding, data ingestion, and ongoing adoption in partnership with Product, Data, Engineering, and Support teams.
- Proactively identify, manage, and mitigate renewal and retention risk across the payer portfolio.
- Partner with Sales on expansion opportunities, ensuring credibility and alignment with payer priorities.
- Translate customer feedback and escalations into clear priorities for internal teams.
- Deliver executive-level summaries highlighting ROI, adoption, outcomes, and strategic impact.
- Drive success metrics including renewals, retention, expansion ARR, NPS, and CSAT.

ABOUT YOU
You are a senior customer leader with deep experience working with health plans and payer organizations. You are comfortable commanding a room with executive stakeholders, leading difficult conversations, and stepping in directly when situations require hands-on leadership.

You thrive in fast-paced, resource-constrained environments and enjoy building strong teams while remaining deeply engaged with customers.
- Proven success managing complex enterprise or strategic payer relationships
- Strong executive presence with the ability to influence senior stakeholders
- Comfortable balancing people leadership with direct customer ownership
- Motivated by solving high-impact problems and delivering measurable outcomes

REQUIREMENTS
- 5–10+ years of experience in Customer Success, Account Management, or Health Plan Solutions within health-tech or payer-focused organizations
- Deep domain experience with health plans / payers, including knowledge of payer operations, data workflows, utilization management, network or quality programs
- Prior people management experience, ideally leading 2–10 Customer Success Managers or client-facing ICs
- Demonstrated experience owning and resolving executive-level customer escalations
- Experience managing enterprise or strategic accounts in a B2B SaaS or data-driven environment
- Strong communication, presentation, and stakeholder management skills
- Comfort operating in a hands-on, player-coach leadership role

COMPENSATION
This role pays $110,000k to $130,000k per year, based on experience, plus a variable commission based on personal performance, in addition to stock options.

Anticipated role close date: 3/28/2026
H1 OFFERS
- Full suite of health insurance options, in addition to generous paid time off
- Pre-planned company-wide wellness holidays
- Retirement options
- Health & charitable donation stipends
- Impactful Business Resource Groups
- Flexible work hours & the opportunity to work from anywhere
- The opportunity to work with leading biotech and life sciences companies in an innovative industry with a mission to improve healthcare around the globe

H1 is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

H1 is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you require an accommodation, please reach out to your recruiter once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.