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Weave is seeking a Customer Success Manager to support a portfolio of single-location and small multi-location SMB accounts. You'll be the dedicated partner for your customers, helping them solve challenges, reach their goals, and maximize value from the software.
Key responsibilities include:
- Customer Success & Retention: Serve as a dedicated partner for accounts, helping them achieve their objectives while proactively reducing churn and strengthening loyalty.
- Growth & Upsells: Identify and nurture growth opportunities by building trusted relationships, introducing new offerings, and connecting customers with solutions that add real value.
- Strategic Guidance: Become a trusted advisor, helping customers link their business goals to practical outcomes with the software.
- Training & Education: Provide ongoing education when new features launch, ensuring customers are confident and getting maximum value.
- Business Reviews: Conduct regular strategic reviews that highlight customer wins, reinforce outcomes, and explore future opportunities.
- Cross-functional Collaboration: Partner with Sales, Support, Product, and Onboarding teams to share customer feedback, solve challenges, and represent the customer voice.
- Problem Resolution: Handle escalations quickly and thoughtfully, maintaining customer trust.
- Advocacy: Work with satisfied customers to capture success stories, gather testimonials, and encourage positive reviews.
This is a hybrid role based in Lehi, UT, with Monday-Wednesday in-office attendance required and Thursday-Friday optional work-from-home days.
REQUIREMENTS:
- 2+ years of experience in customer success, account management, or client-facing roles (SaaS or tech experience preferred)
- Proven ability to keep customers engaged, happy, and achieving their goals
- Strong communication and relationship-building skills; confidence working with small business owners and internal teams
- Comfortable hosting on-camera meetings with a professional, engaging presence
- Ability to read account data and translate it into actions that improve retention and drive success
- Highly organized with ability to manage multiple accounts while maintaining attention to detail
- Experience with Salesforce, Vitally, or Zoom is a plus
- Background supporting customers in healthcare-related industries (dental, optometry, veterinary, medical) is a plus
- Customer-first mindset with genuine passion for helping small businesses succeed
- Comfort uncovering customer needs and collaborating with Sales to match them with solutions
