Customer Success Lead

Weave Bio (Headquarters: Remote, US)

Customer Success SaaS Biotech Pharmaceutical Regulatory Affairs Client Management Account Management Remote Management Sales

Company: Weave Bio
Location: Remote, US

Weave Bio is building the first AI-enabled regulatory platform for drug development, aiming to dramatically reduce the time and cost associated with regulatory submissions through our LLM-powered SaaS platform. We streamline regulatory workflows, ensuring content is accurate, structured, consistent, and aligned with global standards like eCTD.

Role Description:
We are seeking a proactive and experienced Customer Success Lead to join our team. This role is crucial for building and maintaining strong relationships with our clients, ensuring they derive maximum value from the Weave platform. You will be the primary point of contact for customers, guiding them through onboarding, providing ongoing support and training, and acting as their advocate within Weave Bio.

Responsibilities:
- Develop and manage long-term relationships with a portfolio of clients.
- Oversee the customer lifecycle from onboarding to renewal.
- Proactively engage with customers to understand their needs and ensure they are successfully utilizing the platform.
- Provide training and support resources to customers.
- Gather customer feedback and work with product and engineering teams to improve the platform.
- Identify opportunities for account growth and increased adoption.
- Monitor customer health and implement strategies to mitigate churn.

Ideal Candidate:
- Proven experience in a Customer Success, Account Management, or similar client-facing role, preferably within a B2B SaaS company.
- Experience in the biotech, pharmaceutical, or regulatory affairs industry is a strong plus.
- Excellent communication, interpersonal, and presentation skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to understand complex technical concepts and explain them clearly.
- Self-starter, able to work independently in a remote setting.