Principal Customer Success Manager - Pharma
Core
Strategic advisor to H1's largest and most complex enterprise customers in Pharma & CRO, driving adoption, value realization, retention, and growth across Clinical and Medical & Commercial product lines.
Role type
Principal Customer Success Manager (Strategic Account Leadership)
Builds
H1 Clinical and Medical & Commercial SaaS platforms for Life Sciences organizations
Domain
Life Sciences / Pharma / CRO / Healthcare Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account management, executive stakeholder engagement, cross-functional program leadership, risk mitigation, account strategy definition, renewal and expansion management, KPI/ROI reporting, internal advocacy for product roadmap
Preferred skills
Life Sciences industry experience, Medical Affairs or Clinical background, experience with System Integrators (SIs)
Technologies
H1 platform (Clinical, Medical & Commercial), AI/ML tools for medical insights
Responsibilities
Own end-to-end relationships for large-scale, multi-threaded customer programs; lead cross-functional initiatives with internal teams and external partners; drive measurable business outcomes (MAUs, NPS, CSAT, retention, ARR); conduct executive business reviews; serve as the voice of the customer to product and engineering teams; proactively identify and mitigate account risks.
Seniority
Principal, hands-on IC with strategic autonomy
