Full-Time
Head of Customer Success
Full-Time · Customer Success · Remote (US), Boston preferred
About Peer AI
We are 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 are 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: Our customers trust us with their work, their reputations, and their results. We protect it by always choosing integrity and doing right by everyone, every time.
The Opportunity
Our customers are regulatory affairs and medical writing teams at pharma, biotech and CRO organizations. They use our platform to produce submissions-ready dossiers that have to survive a health authority review. Customer Success partners with those teams to make that work.
This role exists to do three things:
Build the Customer Success function and the operating model it runs on.
Personally lead a small number of our most important enterprise customers, from onboarding through adoption and measurable value.
Turn customer insight into better product and company decisions.
Renewals and expansion are shared with our VP Sales, and this role does not carry a revenue target. Your part is adoption, outcomes and account health, and the evidence that makes renewal and expansion straightforward.
Each customer you lead has a named founder as its executive sponsor, so you will have support in the room when an account calls for it. You will start with one Customer Success Manager, who owns our production accounts end to end, and there is scope to build a team around you as the company grows.
You will report to our Co-Founder and Chief Science & Regulatory Officer, and work closely with the founders, our Director of Medical Writing, VP Sales and Head of Engineering.
What You Will Do
Build the function and its operating model
Own how we measure account health: what we track across relationship, adoption and value, how often we review it, and what triggers action. Weekly for the accounts you lead, every two weeks for the rest.
Set account tiers and revisit them quarterly, so effort matches value.
Own the success plan for every account past the pilot stage, agreed with the customer rather than written about them.
Own how a design partner becomes a production customer. These are different engagements with different commitments, and the switch should be a deliberate, dated decision with scope re-agreed on both sides.
Work with our VP Sales to define what has to be true before a new customer starts: data access, named reviewers, a real first document, and an agreed definition of done. Those conditions are set jointly, and neither of you can set them aside alone.
Run a quarterly review that deliberately challenges the accounts we believe are safe, and revisit the health thresholds once there is a quarter of real data behind them.
Lead and develop the Customer Success Manager, and build a habit of structured feedback from our medical writers. They spend more hours with customers than Customer Success ever will, and what they notice should reach you.
Lead three to five enterprise customers personally
Own the relationships, outcomes and escalations, from onboarding through adoption and measurable value.
Run quarterly executive business reviews at those accounts.
Own escalations across the full customer base.
Spot where an account should grow next, such as the next submission, module or team, and build the case for it with our VP Sales.
Turn customer insight into product and company decisions
Bring Product and Engineering the requirements that recur across customers, with the evidence attached, and filter out the one-off asks.
Build the case for what gets built next in customer terms: adoption, output quality and time to a usable draft.
Feed pricing and packaging decisions with what you see customers actually buy, expand and renew.
Keep a current view of the alternatives our customers are evaluating, and make sure it reaches the people who need it.
About You
You will thrive in this role if you:
Have 8 to 12 years across customer success, delivery, consulting or product, including time in a high-growth or early-stage company.
Have deployed a complex product into enterprise workflows and can show the measurable adoption and value that followed.
Have led customers through change, aligning several stakeholders from the working team to the executive sponsor.
Have built the way a team works: something you designed that outlived your time in the seat.
Have product instinct. You can separate the feature a customer asked for from the problem underneath it, and write the second one down so an engineer can act on it.
Think in horizons. You can hold what an account needs in the next three months and where it should be in two years, and plan for both.
Know how to use an executive sponsor well. Each account you lead has a founder attached, and we want your judgment on when that helps and when it does not.
Go toward detail. Our customers judge us on whether a Module 2.5 draft stays consistent with a locked clinical study report, and you will need to care about that answer.
Communicate with clarity, in writing above all. Most of this job is explaining something complicated, simply, to someone who does not have your context.
Use AI tools in your own day-to-day work.
Thrive in ambiguity. The function is being built, and the first version of several things here will be yours.
Bonus Points
Direct experience in life sciences, pharma, biotech, or with FDA and 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 have stood up a customer success function from scratch.
How We Will Set You Up
You will spend your first weeks across the full account base, meeting customers and reading the work, before you own outcomes on any of it.
A customer success playbook, account tiering and a first health model already exist in draft. You will pressure test them and own them with the founders, so you will not start from a blank page.
You are not expected to make clinical or regulatory judgment calls. Those route to our Director of Medical Writing and his team. Knowing when to route is the skill.
Engineering is reachable. You will bring reproducible cases straight to the engineer who owns the relevant agent.
Location and Travel
Location: Remote-first across US time zones, with quarterly offsites in San Francisco. Boston-based is strongly preferred, because many of our customers and prospects sit in the Boston and Cambridge biotech cluster and the role involves regular in-person time with them.
Travel: About 25%, for customer onsite visits, program kickoffs and industry conferences.
Compensation and Benefits
Base salary: $190,000 to $210,000.
Variable pay: None. This role does not carry a commission or revenue target.
Equity: A meaningful equity grant in a high-growth, venture-backed company.
Benefits: Comprehensive healthcare.
How to Apply
Send your resume and a brief note to careers@getpeer.ai. Tell us 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 Customer Success, [Your Name].
