Senior Customer Success Manager

Weave is a healthcare technology company developing an AI-driven SaaS platform that streamlines regulatory workflows throughout the therapeutic lifecycle. The Senior Customer Success Manager will help customers implement and maximize the platform through onboarding, training, customization, process development, account advocacy, and collaboration on product improvement and commercial growth.

Responsibilities:

• 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

Requirements:

• You've been around the block and know the first 10 things you need to do
• You can speak the language of drug development and, crucially, drug developers will speak to you
• You know your way around an LLM (as much as anyone can right now) but you don't get lost in the weeds
• 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
• 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