Senior Customer Success Manager

<div class="content-intro"><h1><strong>Why Weave Exists</strong></h1> <p>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.</p> <p>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.</p></div><h1><strong>The Role &amp; Your Mission</strong></h1> <p>We are seeking a <strong>Senior Customer Success Manager</strong>, 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 &amp; enablement and transition of systems &amp; processes, while owning tactical facilitation of our shared goals to enable evaluation &amp; access to therapies.&nbsp;&nbsp;</p> <h1><strong>What You’ll Own</strong></h1> <ul> <li><strong>Onboarding and Training:</strong> 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).</li> <li><strong>Platform Customization:</strong> 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</li> <li><strong>Process and Systems:</strong> You will establish stage-appropriate processes and systems to ensure that Customer Success is consistent, efficient, and effective.</li> <li><strong>Account Advocacy:</strong> 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.</li> <li><strong>Commercial/Product Collaborator:</strong> As