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. You own whether the platform gets them there, which means configuring, calibrating, and validating it against their standards.
As an early member of the Customer Success team, you’ll help customers adopt Peer AI and improve their regulatory document workflows. You’ll manage a portfolio of production accounts, lead onboarding, and work directly with customers on platform configuration, output quality, and day-to-day adoption.
You'll report to our Head of Strategic Accounts and Customer Success, and work closely with our Director of Medical Writing and Head of Engineering. You don't need a regulatory background. You do need to be willing to learn a hard domain fast, and the support model below is built to make that possible.
What You'll Do
Manage customer accounts: Build relationships across medical writing, regulatory affairs, quality, and IT. Maintain success plans and track improvements in document quality, review time, and customer effort.
Lead onboarding and adoption: Guide customers from kickoff to their first usable document, coordinating configuration, training, and workflow changes. Build a network of customer super users to support broader adoption.
Configure customer workflows: Translate customer templates and requirements into platform configurations.
Monitor account health: Track adoption, stakeholder engagement, and progress against customer goals. Address risks early and involve your manager when additional support is needed.
Coordinate customer solutions: Work across Peer AI to investigate issues, resolve workflow barriers, and translate recurring needs into product requirements. Coordinate interim solutions where appropriate, and bring reproducible issues to Product and Engineering.
Identify growth opportunities: Recognize opportunities to expand usage across documents, submissions, and teams, and develop recommendations with your manager.
Carry the numbers for your accounts: more documents accepted, accepted faster, with less effort from the customer.
Own time-to-live for new customers: from signed contract to the first document a customer will put in front of a health authority.
Multi-thread every account: No customer relationship should depend on one contact. Build and maintain named, active relationships across medical writing, regulatory, quality, and IT.
Spot expansion in your portfolio and bring it to your manager with the case already made.
Go deep on the output
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.
Sit with a quality lead to assemble the validation evidence they need before they'll accept agent output.
Run the playbook
Track account health across your portfolio and act on what it shows. Your manager owns the health model; you own what happens when an account moves the wrong way.
Execute the kickoff and program definition playbook, and tell us where it can be sharper.
Build and maintain the super user network across the customer base.
Keep the stakeholder map current for your accounts and flag anything single-threaded.
Turn customer problems into product
Root cause with data. When review cycles aren't shortening, find out why: template mapping, reviewer routing, an upstream data issue, or a change management gap on the customer's side.
Lead discovery on workflow requirements and work with Product and Engineering to translate them into something that scales past one account.
In the meantime, solve it manually so the customer isn't waiting on a roadmap.
About You
You'll thrive in this role if you:
Relevant experience: 1–3 years in consulting, operations, customer success, or customer-facing technical work, with responsibility for measurable results.
Problem-solving skills: Ability to understand an existing workflow, identify barriers, and help customers adopt new tools and processes.
Technical curiosity and attention to detail: Comfort working with configurations, investigating output quality, and learning a complex domain.
Clear communication: Strong writing and the ability to explain issues, recommendations, and next steps to customers and internal teams.
Organization and follow-through: Ability to manage competing account priorities, coordinate across teams, and recognize when to seek specialist input.
Practical use of AI: Experience using AI tools or agents to improve your work.
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, not for a finished regulatory background. Here's the support that comes with it:
Structured onboarding: Spend your first 30 days shadowing customer calls and completing regulatory documentation training with our Medical Writing team.
Phased account ownership: Manage two accounts during days 31–60 with your manager on customer calls, progressing to your full portfolio by day 90.
Specialist support: Collaborate with Medical Writing for clinical and regulatory judgments and work directly with Engineering on technical issues.
Clear account scope: Your manager owns strategic accounts and provides support on escalations across your portfolio.
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 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 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 Success Manager, [Your Name].
