Principal Customer Success Manager

Weave

75d • $143,000 - $175,000

About The Position

At Weave, our mission is to evolve how therapeutic knowledge is captured, transformed, and communicated throughout drug development. We do this by equipping human experts with AI instruments to enable drugs to be brought to patients as rapidly, safely, and inexpensively as possible. The Weave Platform streamlines regulatory workflows from start to finish by intelligently, creatively, and effectively infusing every step with AI. Together with our customers, Weave is designing and building the AI workbench for the entire therapeutic lifecycle. We are seeking a Principal 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.

Requirements

• Deep understanding of drug & therapy development and regulatory writing.
• Strategic and outstanding educator and communicator.
• Natural empath with the ability to understand customer needs and challenges.
• Tech savvy with a deep understanding of SaaS tools and LLM capabilities.
• Independent team player who can chart their own course while collaborating with the team.
• 7+ years experience in customer success and relationship management.
• 7+ years experience of change management and enablement across Enterprise and Midsize organizations.
• 4+ years experience with direct ownership of revenue retention.
• Proficient knowledge of the regulatory process and IND-related drug development.
• Bachelor's degree in a related field; Project Management certifications preferred.

Responsibilities

• Devise and maintain an onboarding and training plan for new organizations and new users, including documentation and interactive sessions.
• Provide training, virtually and in person (up to 50% travel, likely less).
• Provide bespoke consultation and advice on how best customers may achieve their FDA submission goals by leveraging Weave’s products.
• Support the Sales team with expert knowledge of Weave’s products, regulatory processes/expectations, and the intersection of the two.
• Ensure that customers are getting as much value as possible from their use of Weave’s products.
• Serve as an in-house expert to Weave’s product development teams, offering education and perspective.

Benefits

• Competitive salary ($143,000 - $175,000) and equity packages.
• Comprehensive health, dental and vision insurance.
• Generous PTO, parental leave, OneMedical, TalkSpace, Teladoc.
• Career development opportunities within a company entering a growth phase.
• Flexibility to work remote.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 11-50 employees