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Weave is seeking a Customer Success Manager for Mid-Market/Enterprise accounts to drive adoption, increase satisfaction, add revenue, and mitigate risk across a portfolio of customers. This hybrid role reports to the Director of Enterprise Customer Success and includes coaching and mentoring team members on best practices.
Key Responsibilities:
- Manage a book of Priority Accounts, serving as a trusted advisor integral to customer success
- Welcome new and existing customers to Customer Success and set proper expectations
- Conduct comprehensive industry trend reviews and provide insights tailored to customers' competitive environments
- Set up and perform regular Introduction calls, Account Reviews, and Business Reviews with product/service recommendations
- Collaborate across departments to find solutions addressing customer needs
- Provide actionable insights that position you as an advisor rather than a vendor
- Work with the upsell team to drive incremental revenue per customer
- Use metrics and data to support positions and quantify value for objective negotiations
- Create complex reports and dashboards providing actionable insights beyond KPI tracking
- Impact retention by helping customers recognize value and become champions
- Maintain accurate customer records in Salesforce and Zendesk
- Identify deficiencies in support processes and customer needs with the support team
- Continuously improve customer success processes, customer experience, and internal operations
- Participate in special projects as directed
Requirements:
- 3+ years of CSM or Account Management experience supporting Mid-Market and/or Enterprise customers
- Demonstrate Weave's core values and contribute to positive work environment and team culture
- Ability to demonstrate ethical behavior and decision-making at all times
- Ability to work in a fast-paced environment while maintaining friendly and professional demeanor
- Ability to build relationships with diverse customers and internal stakeholders
- Ability to function as a consultant while balancing customer needs with business needs
- Excellent written and verbal communication skills
- Ability to handle multiple projects simultaneously and prioritize effectively
- Proactive problem-solving skills
Preferred Qualifications:
- Bachelor's degree
- Extensive experience in customer-facing roles
- Previous Customer Success experience
- Experience with Salesforce, Zendesk, Google Suite, and Planhat
