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 platform their own writers use to produce documents that have to survive a health authority review. Customer Success here partners with those teams to make that work.
As one of the founding members of the Customer Success team, you’ll develop the team’s approach to onboarding, account health, and success planning, initially managing one Customer Success Manager. This is a highly cross-functional role, working across every function at Peer AI to help customers succeed. You’ll partner closely with Product, Engineering, and Sales to use customer insights to inform product priorities, pricing, and packaging.
You'll report to our Co-Founder and Chief Science & Regulatory Officer, and work closely with the founders, our Director of Medical Writing, VP of Sales, and Head of Engineering.
What You'll Do
Build the Customer Success function: Lead and develop the Customer Success Manager, and establish account tiers, health measures, and repeatable practices as the team grows.
Guide customer adoption: Establish how we assess workflows, align stakeholders, and build adoption plans to scale across customers.. Lead customers from initial rollout to broader adoption, adapting as their needs and our capabilities evolve.
Advise strategic accounts: Directly manage three to five strategic customers, understand their goals and regulatory workflows, guiding how they adopt Peer and transform the way they work.
Deliver measurable value: Define success measures and run portfolio reviews to identify adoption gaps, retention risks, and growth opportunities. Lead quarterly executive reviews for strategic accounts.
Lead cross-functional collaboration: Orchestrate cross-functional teams to accelerate customer success (Sales, Product, Eng, etc.), and maintain a shared understanding of each account.
Drive retention and expansion: Partner with Sales on handoffs, renewals, and commercial discussions, growing adoption across additional documents, submissions, and teams.
Shape product and commercial strategy: Bring customer feedback and recurring workflow needs into product planning, and use account insights to inform pricing, packaging, positioning, and customer education.
About You
You'll thrive in this role if you:
Have 8-12 years in management consulting, customer success, strategic accounts, deployment, or product, including time at a high-growth or early-stage startup.
Experience leading AI transformation, redesigning workflows, and aligning stakeholders around measurable outcomes in complex organizations.
A track record of advising and building relationships with senior customers, balancing immediate needs with long-term plans, and delivering retention and expansion results.
Have built the way a team works, not only worked inside one. Something you designed that outlived your time in the seat.
Have good product instinct and ability to translate customer needs into actionable requirements for the product team to act on.
Excellent communication skills - clear writing, effective cross-functional collaboration, and comfort setting priorities amid ambiguity.
Practical experience using AI tools and agents.
Bonus Points
Direct experience in life sciences, pharma, biotech, or with FDA/EMA regulatory processes.
Familiarity with the regulatory submission lifecycle, medical writing standards, or validated systems.
A customer-facing leadership role at an early or growth-stage B2B SaaS or AI company.
You've stood up a customer success function from scratch.
How We'll Set You Up
Meet customers and learn their workflows before taking ownership of accounts.
Refine an existing playbook, account tiers, and health model with the founders.
Rely on our Medical Writing team for clinical and regulatory judgments.
Direct access to Engineering to resolve customer issues.
Work Environment & Travel
Location: Remote-first (US time zones), with quarterly offsites in San Francisco. Boston based strongly preferred.
Travel: ~25% for customer onsite visits, program kickoffs, and industry conferences.
Compensation & Benefits
Competitive salary commensurate with experience.
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 relationship you owned end to end: what the customer actually needed, how you worked that out, and what you changed. Please use the subject line: Head of Strategic Accounts and Customer Success, [Your Name].
