Customer Success Manager (AI/Medtech)

TL;DR

Customer Success Manager (AI/Medtech): Enabling customers to utilize an AI-driven SaaS platform for FDA document preparation with an accent on change management and AI implementation. Focus on devising onboarding plans, customizing AI document templates, and bridging the gap between product state and successful regulatory submissions.

Location: Remote position based in Boston, MA

Salary: $120,000 – $165,000

Company

AI-driven SaaS platform streamlining regulatory workflows and drug development via an AI workbench for the therapeutic lifecycle.

What you will do

• Devise and maintain onboarding and training plans for new organizations and users.
• Provide virtual and in-person training sessions, involving up to 50% travel.
• Execute a process for customizing platform document templates for AI-generation of regulatory content.
• Establish stage-appropriate processes to ensure Customer Success is consistent and effective.
• Serve as a vital conduit between users and Product teams to improve the platform.
• Drive account value to ensure high rates of renewal and business expansion.

Requirements

• 5+ years of experience in Customer Success in B2B SaaS strictly required.
• Must be based in Boston, MA.
• Pragmatic capability and experience working with LLMs.
• Ability to be credible and communicate effectively with PhDs and drug developers.
• Experience serving life science, bio, or therapeutics markets highly preferred.
• Bio education preferred, advanced degree ideal.

Culture & Benefits

• Competitive salary, retention-based variable compensation, and equity.
• Comprehensive health, dental, and vision insurance.
• Generous PTO, parental leave, and access to OneMedical, TalkSpace, and Teladoc.
• Career development opportunities within a company entering a growth phase.
• Work environment focused on collaboration, velocity, and customer obsession.