Strategic customer success manager, healthcare

About this role

Were 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 WRITERs multi-agent platform and suite of AI-powered tools. Beyond solving individual problems theyll enable entire organizations to become transformative in how they adopt generative AI.

As our Strategic customer success manager youll 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% youll be building upon a world-class foundation to drive even greater success.

Youll 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 WRITERs 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 WRITERs 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:

  • Home office setup cell phone internet

  • 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 dont 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 WRITERs Global Candidate Privacy Notice.

Required Experience:

Manager