Director, Customer Success - Health Plans & Digital Health
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.
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 & Digital Health (HPDH), you will lead H1’s payer and digital health-focused Customer Success pod, managing a small team of Customer Success Managers while serving as the senior escalation point for H1’s largest and most complex health plan and digital health customers.
This includes national and regional health plans as well as digital health platforms leveraging H1’s provider data, network intelligence, organizational hierarchies, and API-driven solutions to power directories, navigation tools, care coordination, and value-based initiatives.
This is a hands-on player-coach role, balancing executive-level client ownership with people leadership and cross-functional coordination.
You will:
- Act as the final escalation point for all health plan and digital health customers, navigating complex operational, data, API, and relationship challenges with urgency and confidence
- Lead, coach, and performance-manage a team of 3–6 Customer Success Managers focused exclusively on both our payer accounts and digital health clients.
- Maintain direct relationships with senior and executive stakeholders at national and regional health plans, as well as digital health executives responsible for provider search, care navigation, network strategy, and platform performance.
- Own and lead QBRs, adoption reviews, and strategic planning discussions with leadership.
- Oversee onboarding, data ingestion, API implementation, and ongoing adoption in partnership with Product, Data, Engineering, and Support teams, ensuring successful deployment across payer and digital health use cases.
- Proactively identify, manage, and mitigate renewal and retention risk across the payer and digital health solution portfolios.
- Partner with Sales on expansion opportunities, ensuring credibility and alignment with both payer and digital health solution 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/or digital health organizations. You understand payer operations, provider data ecosystems, directory compliance requirements (CMS, No Surprises Act), API-based product deployments, and care navigation platforms. 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 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 / Digital Health Solutions within health-tech, payer-focused, or provider data-driven organizations
- Deep domain experience with health plans / payers and/or digital health platforms, including knowledge of provider directory operations, network data workflows, utilization management, organizational hierarchies, API-driven provider search tools, compliance requirements (CMS, No Surprise Act), care navigation and value-based initiatives.
- 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 with API-based SaaS products supporting high-volume technical users 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 $140,000k to $170,000k per year, based on experience, plus a variable commission based on personal and team 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.