Principal Customer Success Manager

Why Weave Exists

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.

The Role & Your Mission

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.

What You'll Own

• 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).
• White Glove Service: For certain customers you will provide bespoke consultation and advice on how best they may achieve their FDA submission goals by leveraging Weave's products, though not strictly limited to them.
• Sales Support: You will support the Sales team with your expert knowledge of Weave's products, regulatory processes/expectations, and the intersection of the two.
• 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.
• In-house Expert: Early on, you will serve as an in-house expert to Weave's product development teams, offering education and perspective to empower internal teams to build products our customers will love.
  
  

What You'll Bring

• Deep understanding of drug & therapy development and regulatory writing: You've made pivotal contributions to multiple successful IND submissions, ideally across companies, therapeutic areas, and/or modalities. You know what regulators expect and how to deliver it.
• Strategic and outstanding educator and communicator: You know that training isn't the only solution to driving product adoption; however, product 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 one-on-one and at scale.
• Natural empath: You can't help but put yourself in another person's shoes when thinking through their needs and challenges.
• Tech Savvy: You're comfortable with SaaS tools, you have deep and up-to-date understanding of the capabilities and limitations of LLMs, and you enjoy using new tools/software
• Independent Team Player: You get why this isn't an oxymoron. You can chart your own course as needed to achieve your goals, and you never forget to bring your team along with you.
• Experienced With Customers: You've worked with customers and you love it. You gain visceral satisfaction from helping people to achieve their aims.
• 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, whether in drug companies or in a supporting capacity (CRO, CDMO)
• Bachelor's degree in a related field; Project Management certifications preferred
  
  

What We Offer

🎯 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 ($143,000 - $175,000) and equity packages.

🧬 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.

🌎 This position can be based in any of the following metropolitan areas: Boston, New York City, Philadelphia, or San Francisco; with flexibility to work remote.

Equal Opportunity Employer: We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.