Operations Specialist, Customer Experience

At Weave, our mission is to evolve how therapeutic knowledge is captured, transformed, and communicated throughout drug development. We do this by equipping human experts with AI instruments to enable drugs to be brought to patients as rapidly, safely, and inexpensively as possible.

The Weave Platform streamlines regulatory workflows from start to finish by intelligently, creatively, and effectively infusing every step with AI. Together with our customers, Weave is designing and building the AI workbench for the entire therapeutic lifecycle.

At Weave we are reimagining the regulatory process for drug development with AI. Our goal is to dramatically accelerate the pace and rate at which drugs get to market.

We are seeking a customer-and-adult-learning obsessed self-starter to build our Customer Experience & Support strategy, reporting to our Director of Customer Success. This is a unique and pivotal role that requires a person of uncommon skills and disposition. You will help guide our customers (drug companies) to educate themselves on our platform, learn how to master it, and customize it for their organization- primarily via technology. You will deeply understand their methods, processes, north stars, and tactical deliverables throughout the lifecycle of their therapeutics, ensuring their success on Weave’s platform.

Initially you will be rolling up your sleeves to create by doing, paving the way by executing, learning, and iterating with our earliest customers. As our customer base grows and our CX/CS processes mature.

• Voice of the Customer & Customer Advocacy: As one of the closest personas to our customers, you will be a vital conduit for user understanding to improve our platform and products, and for mitigating risk and user-disengagement.
• Scaled Customer Enablement: You will devise and maintain on-demand enablement resources and training content for Weave’s customers, including documentation and webinars. You will devise engagement and user education strategies in partnership with our Product, Commercial, and Customer Success teams (up to 10% travel, likely less)
• User-Experience Management: With the support of the product, development, and customer success teams you will define metrics and create reporting mechanisms that track the meaningful impact of your programs and also highlight risks to the business and user-engagement.
• Expert Tactical Consultant: You will deeply understand the Customer Journey and develop the appropriate click paths/navigation guides and also assist product and dev in testing for critical customer use-cases as new features are released.
• Automation & Scale: You will endeavor to ensure that our customers are getting as much value as possible from their use of Weave’s products, and that product education reaches all users within our customer organizations who might benefit from them

• Experienced Meets Innovative: You’ve been around the block and know the first 10 things you need to do. But you’re not looking to run a playbook, you’ve got a pot of ideas simmering about many ways to make CS and customers’ experience better.
• Bio Conversant: You can speak the language of drug development and, crucially, drug developers will speak to you. You don’t need a PhD, but PhD’s need to find you credible.
• AI Capable + Pragmatic: You know your way around an LLM (as much as anyone can right now) but you don’t get lost in the weeds.
• Outstanding Educator and Communicator: Educating isn’t a chore for you, it’s a joy. You love to see people “get it” and enjoy the craft of figuring out how to help them get there.
• Builder: You relish uncharted territory and yearn to build a cabin in it (figuratively speaking).

• 2+ years experience in Customer Support or Experience in B2B SaaS strictly required
• Experience serving life science, bio, or therapeutics markets highly preferred
• Bio or organizational management education preferred
• Hours are 12 pm to 8 pm PST to support global clients.