WHAT YOU'LL DO AT H1
As Director, Client Engagement, Professional Services, you'll own the end-to-end delivery experience for H1's customers' special projects. You'll be the primary point of accountability from contract signature through go-live and beyond - coordinating internal teams, managing customer stakeholders, and making sure every engagement lands on time, on scope, and with measurable value.
This is a senior individual contributor role with meaningful cross-functional influence. You don't manage a large org, but you do run the room - with customers, with engineering, with product, and with sales. The right person is as comfortable in a technical scoping conversation as they are running an executive steering committee.
In this role, you will:
- Own the full delivery lifecycle for a portfolio of customer services projects - scoping, project planning, execution, and cross-team collaboration
- Serve as the primary customer-facing point of contact throughout each engagement, managing stakeholders at the director and VP level
- Coordinate across Forward Deployed Engineers, Solutions Insights, and internal product and engineering teams to keep engagements on track
- Anticipate and manage risks proactively; escalate appropriately without waiting for problems to surface on their own
- Help create tracking and reporting on engagement health, milestones, and time-to-value metrics
- Partner with Sales during the late stages of deals to ensure SOW accuracy and a clean handoff into delivery
- Help define resource requirements for augmented staffing engagements within your accounts, partnering with the recruiting team on execution
- Feed patterns and blockers to leadership to strengthen methodology, tooling, and playbooks over time
- Build the kind of customer relationships that turn a successful implementation into an expansion conversation
- Serve as a credible voice of the customer back into the product organization
ABOUT YOU
- You're highly organized and proactive - you build structure when it doesn't exist, and you maintain it when it does
- You're a clear, confident communicator with customers; you don't over-promise or under-explain
- You operate with an ownership mentality - you escalate when needed but don't wait to be told when something is off track
- You're comfortable with ambiguity in a scaling environment and build process without needing it to already exist
- You bring commercial instincts and genuine customer empathy in equal measure
REQUIREMENTS
- 9+ years of experience in professional services, implementation, consulting, or technical project management at a B2B SaaS or DaaS company
- Demonstrated track record of managing complex, technical, multi-stakeholder software implementations end to end
- Experience serving healthcare, pharma, or life sciences clients
- Comfortable operating in technical environments - you don't need to write code, but you need to hold your own in a conversation with engineers and data teams
- Familiarity with forward-deployed or embedded engineering models is a plus
- Willingness to travel to customer sites and company offsites (~20-25%)
- Based in or able to reliably commute to New York, NY for key team rhythms
COMPENSATION
This role pays $180,000 to $215,000 per year, based on experience, plus variable compensation tied to implementation performance, in addition to stock options.
Anticipated role close date: 06/24/2026
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
