Customer Success Manager – Enterprise Generative AI
Location: Bay Area / Remote
Type: Full Time
Why this role is exciting
This is a unique opportunity to work with leading life sciences companies on the cutting edge as they deploy Generative AI systems that will speed the process of getting effective treatments in the hands of patients who need them. You own the post‑sale relationship with assigned pharmaceutical and biotech customers and will work closely with cross-functional stakeholders to ensure success. You will guide each account through its initial use of AI tools for critical tasks by onboarding customers, driving adoption of our AI writing platform, tracking value realization, and renewing and expanding contracts. Success requires deep empathy for regulatory affairs and medical writing teams, strong project‑management skills, and the confidence to translate AI capabilities into measurable business outcomes for highly regulated enterprises.
Our Vision: At Peer, we are using AI-powered solutions to clear the path for important scientific and medical discoveries to ensure a brighter, healthier future for all.
Our Values:
Drive Impact: We focus on delivering real results for our users—making their work easier, better, and more impactful.
Be the Expert: We lead with deep expertise, curiosity, and honesty to guide others toward the best outcomes.
Go for Great: We take pride in pushing past “good enough” to deliver standout work in every detail.
Win as a Team: We succeed together—building trust, sharing ownership, and helping each other grow every day.
Key Responsibilities
Team Building from the Ground Up
• As our first Customer Success hire in our company, you will report to C-suite and be responsible for architecting the direction of the Customer Success organization to increase adoption, cultivate customer champions, and drive up net retention/renewals at Peer. This is a mission critical role with direct impact at the C-level.
• Identify and recruit an industry leading customer success team
Onboarding & Implementation
• Oversee customer kickoff and ongoing customer relations
• Manage project and partner requirement, data integration, and user training plans
• Manage customer expectations, project timelines, deliverables, and success criteria with cross‑functional teams
• Ensure validation and compliance with relevant policies and frameworks
Adoption & Enablement
• Develop tailored enablement plans that align with each customer’s document types (e.g., IND, CSR, IB, Protocols)
• Conduct workshops on prompting best practices, template governance, and change‑management processes
• Provide proactive coaching on AI safety, bias mitigation, and responsible‑use guidelines
Value Realization & Expansion
• Define, track, and drive improvements to KPIs (cycle‑time reduction, cost savings, quality metrics, document RAI rate)
• Prepare executive quarterly business reviews (QBRs) highlighting ROI wins
• Identify upsell/cross‑sell opportunities (additional workstreams, seats, advanced analytics) and partner with Sales to close
Customer Advocacy & Feedback Loop
• Capture product feedback and prioritize feature requests with Product Management
• Build customer reference stories and co‑present at industry conferences and webinars
• Monitor customer satisfaction (NPS, CSAT) and execute action plans for improvement
Risk Management & Renewals
• Track license usage, contract terms, and renewal dates in CRM
• Develop retention strategies for at‑risk accounts and coordinate commercial negotiations
Must‑Have Qualifications
5+ years in Customer Success, Account Management, or Professional Services for CRO, or B2B SaaS
Proven record of hitting retention and expansion targets ($2 M+ ARR portfolio)
Understanding of AI/ML concepts (prompt engineering, model validation, RAG, fine‑tuning) and associated governance considerations
Exceptional project‑management and stakeholder‑management skills (PMP or similar a plus)
Nice‑to‑Have
3+ years supporting life‑science customers (pharma, biotech, CROs) in regulatory affairs, medical writing, clinical operations, or related GxP functions
Familiarity with ICH guidelines, eCTD structure, and the end‑to‑end drug‑submission lifecycle
Key Performance Indicators
Gross Revenue Retention (GRR): ≥ 95 %
Net Revenue Retention (NRR): ≥ 115 %
Time‑to‑First‑Value (TTFV): ≤ 60 days from contract signature
Platform Adoption Rate: ≥ 80 % of trained users active monthly
Customer Satisfaction (CSAT / NPS): Maintain score ≥ 8.0 / ≥ 50
Reporting Line and Collaboration
Reports to: Chief Operating Officer
Internal partners: Product, Engineering, Medical Writing SME Team, Sales
Work Environment and Travel
Location: Remote‑first (US time zones) with occasional travel (including quarterly offsite in San Francisco)
Travel: ~25 % for onsite workshops, industry conferences, and QBRs
Compensation and Benefits
Competitive base salary +bonus comp tied to retention and expansion targets
Equity grant in a high‑growth venture‑backed company
Comprehensive healthcare benefits
401k matching
How to Apply
Send your résumé /CV and a brief cover letter outlining a successful customer adoption story—ideally involving AI or regulated documentation— to careers@getpeer.ai with subject line “CSM Life Sciences – [Your Name]”.
We value diversity and are committed to building an inclusive environment for all employees. Qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.
About Peer
Peer is a Bay-Area founded, remote-friendly fast-growing company revolutionizing medical writing through AI. Our platform helps life sciences teams—from emerging biotechs, to larger pharma to global CROs —generate high-quality, scientifically accurate regulatory content faster and more efficiently than ever before. From INDs to protocols to clinical study reports, we’re bringing automation and intelligence to a process that has long been manual, slow, and error-prone.
The life sciences industry is at a major inflection point, with soaring content demands and growing pressure for speed and precision. Peer’s AI platform is already live with top tier pharma customers, and delivering impact at the cutting edge of this shift. Our SaaS platform has already been shown to deliver 55-94% efficiency gains while maintaining quality standards across protocols, CSRs, INDs, and safety narratives, serving a $15B addressable market for regulatory documentation services.
We’re uniquely positioned to lead in this space; and we’re backed by top-tier investors in AI and life sciences who share our vision. If you're excited to shape the future of drug development and work at the intersection of cutting-edge tech and human health, we’d love to meet you.