Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI/SaaS): Managing the onboarding and adoption of an AI-driven platform for FDA document preparation with an accent on change management and relationship building. Focus on tailoring platform customization, creating educational frameworks, and bridging the gap between product capabilities and customer submission goals.

Location: Hybrid in San Francisco (Office: Tues/Wed/Thurs)

Salary: $140,000 – $165,000 + equity

Company

AI-powered platform streamlining regulatory workflows and therapeutic knowledge capture in drug development.

What you will do

• Design and execute comprehensive onboarding and training plans for new organizations and users.
• Collaborate with Product teams to customize document templates for AI-generation of regulatory submission content.
• Establish scalable processes and systems to ensure consistent and efficient Customer Success delivery.
• Drive account advocacy to maximize product value and ensure adoption across customer organizations.
• Act as a vital conduit between customers and the internal Product/Commercial teams to improve the platform and support renewals.

Requirements

• 5+ years of experience in Customer Success within B2B SaaS (strictly required).
• Must be based in or able to work hybrid in San Francisco.
• Experience serving life science, bio, or therapeutics markets (highly preferred).
• Pragmatic capability with LLMs and AI implementation.
• Strong communication and educational skills to guide expert users and PhDs.
• Bio-related education preferred, with an advanced degree being ideal.

Culture & Benefits

• Competitive salary with retention-based variable compensation and equity.
• Comprehensive health, dental, and vision insurance.
• Generous PTO and parental leave.
• Health and wellness support including OneMedical, TalkSpace, and Teladoc.
• Career development opportunities within a high-growth healthcare technology company.