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Weave is seeking a Manager of Customer Success - AI to lead and mentor a team of customer success professionals while maintaining hands-on ownership of a strategic portfolio of high-value, complex accounts. This is a hybrid player-coach role based in Lehi, UT.
You will serve as the subject matter expert and operational guide for Weave's AI product suite, including the flagship AI Receptionist and TrueLark legacy product. Your dual mandate is to build a high-performing team of AI success advocates while directly managing mid-market and enterprise accounts.
Key responsibilities include:
- Team Leadership & Mentorship: Mentor and coach a dedicated team of customer success professionals, driving performance around retention, feature adoption, and AI utilization metrics. Conduct regular coaching sessions and skill development to build consultative AI advocates.
- Strategic Portfolio Ownership: Directly manage a high-impact book of mid-market and enterprise accounts, partnering with key decision-makers to align Weave's AI solutions with complex operational workflows and growth objectives.
- AI Workflow Optimization: Analyze client operations, call routing, scheduling patterns, and AI configurations to eliminate friction and maximize receptionist utilization. Drive optimization playbooks to improve AI handle rates and operational efficiency for multi-location practices.
- Data-Driven ROI Storytelling: Interpret usage dashboards and call metrics to build robust ROI business cases. Craft executive-ready presentations and quarterly business reviews demonstrating concrete cost-savings and revenue expansion. Identify customer health risks and operationalize churn mitigation playbooks.
- Cross-Functional Collaboration: Serve as the critical feedback loop between the front line and Product, Engineering, Onboarding, and Sales teams to influence the AI product roadmap.
Key performance indicators include AI utilization and handle rates, net revenue retention, and ROI program execution.
REQUIREMENTS:
- 3+ years of experience in Customer Success, Account Management, or consultative client-facing roles in a SaaS environment, with proven track record of mentoring, leading projects, or coaching team members
- Strong technical and consultative aptitude with hands-on experience configuring telephony, call routing, conversational AI, or complex scheduling workflows
- Exceptional analytical skills with ability to interpret raw usage data, translate technical metrics (call answer rates, automated handle times) into financial ROI, and present convincingly to senior executives
- Experience managing and advising complex multi-location accounts, establishing trust as a consultative business partner
- Elite verbal and written communication skills, effective in both internal and external communication
Desirable traits: Deep passion for artificial intelligence and emerging SaaS trends; strong builder mindset with ability to create playbooks and frameworks; empathetic leadership and culture-building skills; comfort navigating growth-stage ambiguity with extreme ownership.
