About this role
📐 About this role
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
⭐️ Is this you?
7+ years in Healthcare — with experience at a payer, provider, or life sciences company, or consulting with those organizations
Proven experience leading business operations transformation in healthcare — improving workflows, reducing friction, and driving measurable outcomes
3 - 5+ years in a customer-facing SaaS or consulting role, with direct responsibility for strategy, enablement, or AI/digital transformation programs
Strong understanding of healthcare business models, regulations, and pain points — e.g., payer operations, provider workflows, or life sciences commercialization
Demonstrated ability to engage C-level stakeholders and influence executive decision-making
Track record of driving large-scale adoption programs with measurable KPIs.
Data-driven, with strong business acumen — able to connect WRITER’s platform to business outcomes
Excellent communicator and storyteller, skilled at articulating value propositions to both technical and non-technical audiences
Proactive, self-motivated, organized, and comfortable in a fast-paced, high-growth environment
Aligned with our values: Connect, Challenge, Own
⭐️ Preferred skills
Background in management consulting, with emphasis on healthcare and AI/digital transformation
Experience managing large-scale change management programs in payer, provider, or life sciences settings
Familiarity with multi-agent AI platforms and their application to healthcare workflows
Exceptional presentation and facilitation skills with executive audiences
🍩 Benefits & perks (US Full-time employees)
Generous PTO, plus company holidays
Medical, dental, and vision coverage for you and your family
Paid parental leave for all parents (12 weeks)
Fertility and family planning support
Early-detection cancer testing through Galleri
Flexible spending account and dependent FSA options
Health savings account for eligible plans with company contribution
Annual work-life stipends for:
Wellness stipend for gym, massage/chiropractor, personal training, etc.
Learning and development stipend
Company-wide off-sites and team off-sites
Competitive compensation, company stock options and 401k
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.
By submitting your application on the application page, you acknowledge and agree to WRITER's Global Candidate Privacy Notice.