Director – Customer Success-Business Process Optimization @ H1

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. Visit h1.co to learn more about us.

The H1 Customer Success team is focused on building deep relationships with existing customers to realize the value of our product and data offerings. The Director, Customer Success will lead with operational excellence to drive in-depth analysis of existing workflows, identify areas needing improvement, and implement changes in addition to acting as a point of escalation for H1 Customer Success Managers.

WHAT YOU’LL DO AT H1

- Establish trusted partnerships with cross functional teams to build collaborative processes (Product, Sales, Strategic Insights, Data)

- Drive process enhancements and standardize processes from ideation to execution

- Build out best practice playbooks for Global Customer Success functions

- Drive continued value of H1 products and services throughout customer lifecycle

- Manage and mentor a team of Customer Success Managers, who partner and own their own respective customer relationships

- Provide strategic executive engagement with customers as needed

- Own and track H1 Account Health Metrics, NPS, and CSAT

- Balance and prioritize projects across global regions (EU, US & APAC)

- Work within Salesforce, Zendesk and Monday.com

ABOUT YOU

You’re driven by a passion for delivering value to clients and adept at solving business problems. As a natural problem solver, you thrive in fast-paced, ever changing environments. Your commitment, approachability, and collaborative nature make you an essential asset, poised to set H1 & our customers up for success.

REQUIREMENTS

- You have 10 years experience across SaaS Tech Start Ups

- You have 7 years experience working in Customer Success or a similar setting, with 5 years of experience as a People Leader

- You have experience working within Life Sciences, ideally with Medical Affairs teams

- You’re an operational expert & excited to enhance existing processes

- You’re a strong communicator & enjoy building relationships with both customers and internal teams

Not meeting all the requirements but still feel like you’d be a great fit? Tell us how you can contribute to our team in a cover letter!

COMPENSATION

This role pays $130,000 to $150,000 per year, based on experience. This role also offers variable compensation based on performance in addition to stock options.

Anticipated role close date: 4/1/2024

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.

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Compensation Overview

6 month growth

1 year growth

2 year growth