Customer Success Director managing the SalesCloser.ai Customer Success Team in Vancouver. Responsible for customer lifecycle, KPI management, team leadership, and cross - functional collaboration.
About the role
- Strategic CSM driving AI-powered adoption and renewals for Fortune 100 healthcare clients at WRITER. Lead strategic relationships, design AI workflows, and enable enterprise-scale transformation.
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 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 and empower 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
- Refine and execute processes for onboarding, adoption, and retention within the Healthcare and life sciences sector
- Report to the Director of Customer Success and collaborate closely with other CSMs to build a world-class CS organization
Requirements
- 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 WRITER values: Connect, Challenge, Own
- Preferred: Background in management consulting, emphasis on healthcare and AI/digital transformation
- Preferred: Experience managing large-scale change management programs in payer, provider, or life sciences settings
- Preferred: Familiarity with multi-agent AI platforms and their application to healthcare workflows
- Preferred: Exceptional presentation and facilitation skills with executive audiences
- Must be able and excited to join in-person collaborative working sessions in office 2-3 days/week (hybrid requirement)
- Application requirements: Full name, email, phone number, resume, LinkedIn profile (required fields on application form)
- Work authorization: Must be legally authorized to work in the country where the job is located (application asks this)
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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