Director, Client Engagement

H1's Professional Services team is new — and that's intentional. We're building the connective tissue between what our platform promises and what our customers actually experience, and we're looking for people who want to help shape what that looks like from the ground up. If you've ever wanted to establish the playbook rather than just run it — defining how we implement, how we deliver, and how we scale — this is that opportunity. The foundation is here. The work of building something great starts now.

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 equity.