Why Weave Exists

At Weave, our mission is to evolve how therapeutic knowledge is communicated, transformed, and worked upon. We are doing so by equipping human minds with AI instruments to enable the best drugs to be brought to patients as rapidly, safely, and inexpensively as possible.

The Weave Platform streamlines regulatory submission preparation and lifecycle management by imbuing most aspects of the workflow with AI, including data organization, drafting, review, and verification. Weave is building the foundation for a singular AI workbench for the entire therapeutic lifecycle.

The Role & Your Mission

Weave is looking for a customer-obsessed, process builder to own the work while building the operational plan and team to be a best-in-class group supporting a best-in-class cloud solution. This execution-focused Director of Customer Success will report to the Chief Commercial Officer and be accountable for new customer onboarding and training, general customer support, user expansion and renewals. In addition this leader will own reporting on customer satisfaction, users/use metrics, etc.

What You'll Own

• Own the Customer Success function end-to-end: Develop, implement, and continuously improve a scalable Customer Success strategy aligned with company growth and customer needs.
• Hands-on customer engagement: Act as the primary point of contact for key customers, managing onboarding, training, adoption, and renewal/expansion processes.
• Drive product adoption and value realization: Collaborate closely with customers to understand their workflows and ensure they achieve measurable outcomes from the Weave platform.
• Lead renewal and expansion efforts: Partner with Business Development to a seamless transition to post-sales support and ensure high rate of success with renewals, upsells, and user group expansions. 
• Partner with Product and Engineering: Gather and synthesize customer feedback to shape product roadmap and improve the user experience, ensuring our platform meets account, segment and market-specific needs.
• Develop customer advocacy programs: Build strong relationships with customer champions, and collaborate with internal Marketing team to generate case studies, testimonials, and references.
• Represent the voice of the customer internally: Advocate for customers’ needs while balancing business objectives and operational considerations.
• Build and lead the team: Recruit, mentor, and manage a high-performing Customer Success team capable of supporting enterprise biopharma clients.
• Establish metrics, reporting and scalable systems: Define and track KPIs (e.g., use/usage, time-to-value, CSAT, NRR, churn), and present insights to leadership to inform business and product decisions. Introduce use of tools and processes (Hubspot, Slack, Linear, Notion, customer success platforms) to the CS function to support growth and efficiency. 
• Industry Research & Insights: Stay current with relevant trends, regulations, and challenges, ensuring a solid understanding of how our platform can address evolving customer needs and remain differentiated from other offerings in the marketplace.

What You’ll Bring

• 6+ years of experience in Customer Success (or related roles), ideally within SaaS, life sciences, or health tech environments with at least 3+ years in team leadership roles.
• Demonstrated success in building and scaling Customer Success teams in a high-growth start-up or early-stage company.
• Experience working directly with biopharma, life sciences, or regulated industries, ideally with familiarity in regulatory workflows (e.g., FDA/EMA content preparation and submissions).
• Strong track record of hands-on customer management with mid-market or enterprise pharma clients.
• Deep understanding of customer lifecycle management and success metrics (NRR, churn reduction, expansion).
• Proven ability to create and implement repeatable onboarding and adoption processes.
• Experience working cross-functionally with Product, Engineering, BD/Sales, Marketing in rapidly growing and fast-paced environments.
• Comfortable balancing strategic leadership with tactical execution in a lean team environment.
• Excellent writing and communication skills, with a proven ability to develop strong customer relationships and deliver executive level presentations.
• Knowledge of AI-powered software or cloud platforms is highly desirable.
• Bachelor's degree required; advanced degree a plus.
• Experience with SaaS solutions is required.
• Knowledge of the drug development process or drug developers as customers is a plus.
• Previous exposure to the biopharma or clinical research industry is highly desirable.

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 and equity packages.

🧬 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.

🌎 This position is based in San Francisco with flexibility to occasionally work remote.

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.