Strategic customer success manager, healthcare

📐 About this role

We’re looking for a Strategic customer success manager to lead AI-powered transformation for our Fortune 100 healthcare and life sciences customers. This role is designed for an experienced professional who deeply understands how healthcare organizations operate — whether directly within a payer, provider, or life sciences company, or in a consulting capacity with them — and has a proven record of transforming healthcare through business operations and process innovation.

The ideal candidate speaks the language of healthcare, understands the challenges and opportunities of the industry, and thrives on helping customers solve problems through AI. They can work hand-in-hand with clients to surface pain points, then translate them into targeted solutions leveraging WRITER’s multi-agent platform and suite of AI-powered tools. Beyond solving individual problems, they’ll enable entire organizations to become transformative in how they adopt generative AI.

As our Strategic customer success manager, you’ll refine and execute our processes for onboarding, adoption, and retention within the Healthcare and life sciences sector. With an NRR of +130% and GRR of +95%, you’ll be building upon a world-class foundation to drive even greater success.

You’ll report to the director of customer success and work closely with other CSMs to continue building a world-class CS org.

🦸🏻‍♀️ Your responsibilities:

• Lead strategic relationships with senior stakeholders across Fortune 50 Healthcare and life sciences customers, acting as their trusted advisor.

• Translate customer needs into solutions: Help customers articulate their problems, and map those challenges to WRITER's AI platform through targeted workflows, agents, and enablement programs

• Drive AI adoption by developing tailored success plans that align solutions with customer business objectives and measurable outcomes

• Manage complex, high-value programs that focus on AI-powered transformation, ensuring seamless execution, adoption, and realization of business value

• Own renewals and retention: Forecast, negotiate, and manage proposals while achieving retention targets

• Partner with Sales to identify and execute expansion opportunities (cross-sell, up-sell) that drive mutual growth

• Advocate for customer needs internally: Leverage healthcare-specific insights to influence product strategy and enhance customer experience

• Leverage analytics: Use adoption and usage data to uncover insights, empowering customer champions with smarter decision-making

• Enable transformation at scale: Guide organizations to embed generative AI across functions, ensuring WRITER becomes core to their long-term innovation strategy

⭐️ Is this you?

• 7+ years in Healthcare — with experience at a payer, provider, or life sciences company, or consulting with those organizations

• Proven experience leading business operations transformation in healthcare — improving workflows, reducing friction, and driving measurable outcomes

• 3 - 5+ years in a customer-facing SaaS or consulting role, with direct responsibility for strategy, enablement, or AI/digital transformation programs

• Strong understanding of healthcare business models, regulations, and pain points — e.g., payer operations, provider workflows, or life sciences commercialization

• Demonstrated ability to engage C-level stakeholders and influence executive decision-making

• Track record of driving large-scale adoption programs with measurable KPIs.

• Data-driven, with strong business acumen — able to connect WRITER’s platform to business outcomes

• Excellent communicator and storyteller, skilled at articulating value propositions to both technical and non-technical audiences

• Proactive, self-motivated, organized, and comfortable in a fast-paced, high-growth environment

• Aligned with our values: Connect, Challenge, Own

⭐️ Preferred skills

• Background in management consulting, with emphasis on healthcare and AI/digital transformation

• Experience managing large-scale change management programs in payer, provider, or life sciences settings

• Familiarity with multi-agent AI platforms and their application to healthcare workflows

• Exceptional presentation and facilitation skills with executive audiences

🍩 Benefits & perks (US Full-time employees)

• Generous PTO, plus company holidays

• Medical, dental, and vision coverage for you and your family

• Paid parental leave for all parents (12 week