Senior Customer Success Manager

We are seeking a Senior Customer Success Manager, reporting to our Director of Customer Success. This is a unique and pivotal role that requires a person of expertise and intent in change management. You will leverage your deep experience with relationship building and AI implementation to enable our customers to get the most out of the Weave, our AI-driven SaaS platform for FDA document preparation. Your experience and judgement will help our customers close the gap between the state of the product on any given day and their successful submissions. In practice, you embody a consultant, an expert user, and a guide- thoughtfully navigating our customers’ prioritization across learning & enablement and transition of systems & processes, while owning tactical facilitation of our shared goals to enable evaluation & access to therapies.  

• Onboarding and Training: You will devise and maintain an onboarding and training plan for new organizations and new users, including documentation and interactive sessions. You will provide the training, virtually and in-person (up to 50% travel, likely less).
• Platform Customization: With the support of the Product teams you will devise and execute a process for customizing the platform for new customers. Primarily this entails customization of document templates for AI-generation of regulatory submission content
• Process and Systems: You will establish stage-appropriate processes and systems to ensure that Customer Success is consistent, efficient, and effective.
• Account Advocacy: You will endeavor to ensure that our customers are getting as much value as possible from their use of Weave’s products, and that Weave’s products are reaching all users within our customer organizations who might benefit from them.
• Commercial/Product Collaborator: As the closest person to our customers you will be a vital conduit for user understanding to improve our platform and products, and for account renewal and expansion to grow the business.

• Experienced Meets Innovative: You’ve been around the block and know the first 10 things you need to do. But you’re not looking to run a playbook, you’ve got a pot of ideas simmering about many ways to make CS and customers’ experience better.
• Bio Conversant: You can speak the language of drug development and, crucially, drug developers will speak to you. You don’t need a PhD, but PhD’s need to find you credible.
• AI Capable + Pragmatic: You know your way around an LLM (as much as anyone can right now) but you don’t get lost in the weeds.
• Outstanding Educator and Communicator: Educating isn’t a chore for you, it’s a joy. You love to see people “get it” and enjoy the craft of figuring out how to help them get there.
• Builder: You relish uncharted territory and yearn to build a cabin in it (figuratively speaking).

• 5+ years experience in Customer Success in B2B SaaS strictly required
• Experience serving life science, bio, or therapeutics markets highly preferred
• Bio education preferred, advanced degree ideal

🎯 The opportunity to work at a modern, cutting-edge healthcare technology company devoted to meaningful positive impact on human life. Collaboration, velocity, and customer obsession are our baseline, demonstrations of craftsmanship and ROI are celebrated.

🏆 Competitive salary ($135,000 to $175,000) and retention-based variable compensation (OTE $175,000 to $230,000) plus equity. 

🧬 Comprehensive health, dental and vision insurance

🏝️ Take care of you and yours: generous PTO, parental leave, OneMedical, TalkSpace, Teladoc.

🚀 Career development opportunities within a company entering a growth phase.