Remote Senior 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 Senior 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).

  • Platform Customization: With the support of the Product teams you will devise and execute a process for customizing the platform for new customers. Primarily this entails customization of document templates for AI-generation of regulatory submission content

  • Process and Systems: You will establish stage-appropriate processes and systems to ensure that Customer Success is consistent, efficient, and effective.

  • 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.

  • Commercial/Product Collaborator: As the closest person to our customers you will be a vital conduit for user understanding to improve our platform and products, and for account renewal and expansion to grow the business.


What You’ll Bring



  • Experienced Meets Innovative: You’ve been around the block and know the first 10 things you need to do. But you’re not looking to run a playbook, you’ve got a pot of ideas simmering about many ways to make CS and customers’ experience better.

  • Bio Conversant: You can speak the language of drug development and, crucially, drug developers will speak to you. You don’t need a PhD, but PhD’s need to find you credible.

  • AI Capable + Pragmatic: You know your way around an LLM (as much as anyone can right now) but you don’t get lost in the weeds.

  • Outstanding Educator and Communicator: 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.

  • Builder: You relish uncharted territory and yearn to build a cabin in it (figuratively speaking).



  • 5+ years experience in Customer Success in B2B SaaS strictly required

  • Experience serving life science, bio, or therapeutics markets highly preferred

  • Bio education preferred, advanced degree ideal


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 ($135,000 to $175,000) and retention-based variable compensation (OTE $175,000 to $230,000) plus equity.


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.



Flexible remote working with preference for location in US or Canada.


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.


This organization participates in e-Verify:


Notice of E-Verify Participation


Notice of Right to Work

Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...