Full-Time
About Peer AI
We're a Bay Area-founded, remote-friendly company backed by investors with deep roots in both technology and life sciences. Our platform is live with top-tier pharma customers today, and we're growing fast in a $23B addressable market spanning document authoring, submission workflow management, and agency interactions with the FDA and EMA.
Our Vision
At Peer AI, we are working to clear the path for important scientific and medical discoveries, so that treatments reach the patients who need them as quickly as possible.
Our Values
Drive Impact: We focus on delivering real results for our users. Making their work easier, better, and more meaningful.
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. We build trust, share ownership, and help each other grow every day.
Do Right by Everyone: We honor the trust our customers, investors, and teammates place in us by choosing integrity, transparency, and long-term relationships over shortcuts and short-term gains.
The Opportunity
Our customers are regulatory affairs and medical writing teams at pharma, biotech, and CRO organizations. What they're buying from us is a document that has to survive a health authority. That's the bar, and it means customer success here can't be a coordination layer sitting above the work. It has to be a single owner who's accountable for whether the customer actually gets a document they can file.
Tole has two halves. You'll own a portfolio of three to four established customers outright: their outcomes, their expansion, their escalations, their roadmap. And you'll own the operating system our customer success function runs on: account health scoring, the kickoff and program definition playbook, stakeholder mapping, pilot-to-production instrumentation, quarterly business review mechanics. Today those get rebuilt by hand every time, which is the single biggest constraint on how many customers we can serve well.
You'll report to our Head of Customer Success and work closely with the founders, our Director of Medical Writing, and Engineering. You don't need a regulatory background. You do need to be willing to learn a genuinely hard domain fast, and we've built the support model below to make that possible.
What You'll Do
Own delivered outcomes for a portfolio of customers
Carry the numbers for your accounts, don't just report on them. More documents accepted, accepted faster, with less effort from the customer.
Own time-to-live for new customers: drive the implementation roadmap from signed contract to the first document a customer will put in front of a health authority, converting contracted ARR into recognized revenue.
Multi-thread every account. No customer relationship should depend on one contact. You'll build and maintain named, active relationships across medical writing, regulatory, quality, and IT at every account you own.
Own expansion in your portfolio: spot where the next submission, module, or team belongs on the platform, and make the case.
Get into the work, at the document level
Iterate on template and prompt configuration until a Module 2.5 draft holds consistency with a locked clinical study report.
Map a customer's legacy template library, section by section, into our adaptive templates.
Score outputs against our measurement framework of accuracy, completeness, readability, and consistency, then take a failed section back to Engineering as a reproducible case rather than a complaint.
Sit with a quality lead to assemble the validation evidence they need before they'll accept agent output. Configure Veeva Vault event routing so review assignments land with the right role. This work is real, recurring, and where the outcomes actually live.
Build the customer success operating system
Define and stand up the metrics this function doesn't yet have: time to first accepted document, pilot-to-production conversion, documents per account per quarter, and review-cycle reduction measured against each customer's own baseline before Peer AI.
Build the account health scorecard, with a defined input set and a named owner for each input.
Turn the kickoff and program definition playbook into something repeatable rather than something rebuilt from memory each time.
Build the stakeholder map across the full customer base, and flag every account that's single-threaded.
Turn customer problems into product
Root cause with data. When a customer's review cycles aren't shortening, find out why: template mapping, reviewer routing, an upstream data issue, or a change management gap on their side. The answer is in the data and it's your job to find it.
Lead discovery on complex workflow requirements and work with Product and Engineering to translate them into something that scales past one account.
In the meantime, solve it manually and unglamorously so the customer isn't waiting on a roadmap.
About You
You'll thrive in this role if you:
Have 1-3 years of experience in consulting, operations, customer-facing technical work, or a startup where the scope was undefined and you took it anyway.
Have expansively owned an outcome on a high-performing team. Not a task list. An outcome with a number attached, where you're the person who'd have been asked why if it hadn't happened.
Go toward detail rather than away from it. The work described above should read as interesting rather than beneath you. It's the single most reliable predictor of who does well here.
Are a systems thinker who maps dependencies by reflex, and who understands how a configuration choice made in week two determines whether the customer succeeds in month nine.
Are deep in AI-first workflows. You actively use off-the-shelf and custom built agents to accelerate your work, and you see AI as a force multiplier, not a novelty.
Take pride in your craft and hold a high quality bar, while believing that done is better than perfect. You have good instincts about which corners are safe to cut and which absolutely aren't. In our domain, some genuinely aren't, and learning that line fast matters.
Communicate with clarity and conviction, in writing above all. Most of this job is explaining something complicated, simply, to someone who doesn't have your context.
Have scaled a process, not just followed one.
Thrive in ambiguity and take ownership without being asked. When you spot a gap between teams or an unowned customer problem, you move toward it.
Bonus Points
Direct experience in life sciences, pharma, biotech, or with FDA/EMA regulatory processes. Familiarity with the regulatory submission lifecycle is a significant advantage.
You've worked in a customer-facing role at an early-stage B2B SaaS or AI company before.
You've built a dashboard, a scorecard, or an operating cadence that outlived your involvement in it.
How We'll Set You Up
We're hiring for slope rather than for a finished regulatory background, and that only works if the support is real rather than stated. Specifically:
Your first 30 days are spent shadowing our Head of Customer Success across the full account base, sitting in on customer calls without owning any, and working through our internal regulatory documentation curriculum with our Director of Medical Writing. You'll read real submissions.
Days 31 to 60, you take first ownership of two accounts with our Head of Customer Success on every external call, and you build the stakeholder map for the full customer base.
By day 90 you own three to four accounts independently and have shipped the first version of account health scoring.
You aren't expected to make clinical or regulatory judgement calls. Those route to our Director of Medical Writing and his team. Knowing when to route is the skill we're hiring for, not knowing the answer.
Our largest focus accounts stay with our Head of Customer Success in your first year. That's deliberate. You'll build credibility on accounts where the stakes let you learn.
Engineering is reachable. You'll bring reproducible cases directly to the engineer who owns the relevant agent, not to a queue.
Work Environment & Travel
Location: Remote-first (US time zones), with quarterly offsites in San Francisco. Boston based strongly preferred.
Travel: ~20% for customer onsite visits, program kickoffs, and industry conferences.
Compensation & Benefits
Competitive base salary.
Meaningful equity grant in a high-growth, venture-backed company.
Comprehensive healthcare benefits.
How to Apply
Send your resume and a brief note to careers@getpeer.ai. We'd love to hear about a customer problem you owned end to end: what was actually wrong, how you figured that out, and what you changed. Bonus points if the work involved a technical, regulated, or specialist audience. Please use the subject line: Customer Strategy & Operations, [Your Name].
