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Strategic Customer Success Manager

We're looking for a Strategic Customer Success Manager to lead AI-powered transformation for our Fortune 100 healthcare and life sciences customers. This role is designed for an experienced professional who deeply understands how healthcare organizations operate whether directly within a payer, provider, or life sciences company, or in a consulting capacity with them and has a proven record of transforming healthcare through business operations and process innovation.

The ideal candidate speaks the language of healthcare, understands the challenges and opportunities of the industry, and thrives on helping customers solve problems through AI. They can work hand-in-hand with clients to surface pain points, then translate them into targeted solutions leveraging WRITER's multi-agent platform and suite of AI-powered tools. Beyond solving individual problems, they'll enable entire organizations to become transformative in how they adopt generative AI.

As our Strategic Customer Success Manager, you'll refine and execute our processes for onboarding, adoption, and retention within the Healthcare and life sciences sector. With an NRR of +130% and GRR of +95%, you'll be building upon a world-class foundation to drive even greater success.

You'll report to the director of customer success and work closely with other CSMs to continue building a world-class CS org.

Your Responsibilities :

• Lead strategic relationships with senior stakeholders across Fortune 50 Healthcare and life sciences customers, acting as their trusted advisor.
• Translate customer needs into solutions : Help customers articulate their problems, and map those challenges to WRITER's AI platform through targeted workflows, agents, and enablement programs
• Drive AI adoption by developing tailored success plans that align solutions with customer business objectives and measurable outcomes
• Manage complex, high-value programs that focus on AI-powered transformation, ensuring seamless execution, adoption, and realization of business value
• Own renewals and retention : Forecast, negotiate, and manage proposals while achieving retention targets
• Partner with Sales to identify and execute expansion opportunities (cross-sell, up-sell) that drive mutual growth
• Advocate for customer needs internally : Leverage healthcare-specific insights to influence product strategy and enhance customer experience
• Leverage analytics : Use adoption and usage data to uncover insights, empowering customer champions with smarter decision-making
• Enable transformation at scale : Guide organizations to embed generative AI across functions, ensuring WRITER becomes core to their long-term innovation strategy

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Preferred Skills

Benefits & Perks (US Full-time employees)

WRITER is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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