The people, not employees, on the CSM team are the Swiss Army knives of Weave. Utilizing a blend of empathy, data analysis, technical acumen, sales skills and relationship building techniques, we bridge the gap between the customers and our company. We stand as strategic partners to ensure faster growth through better relationships. As relationship builders, we become the voice of our customers seeking to inform our business in ways that enable Weave to delight the "be-Weavers" using our product. As a team, we arm our customers with the tools necessary to connect them with the customers they serve. Knowing our customers are the most important shareholders to our business, we view our mission statement as a promise: "we enable small businesses everywhere to unify, modernize and personalize every customer interaction." As a CSM team, our mission is to follow through with that promise. 

The role of Customer Success Manager is to work with our customers to drive adoption, increase satisfaction, add revenue and identify customer needs in order to increase loyalty and retain business on a one-to-many scale. This is an individual contributor position.

• This position will be hybrid, working 2-3 days in the office per week.

• Reports to: Manager of Customer Success

What You Will Own

• Be completely dedicated to the success of our customers
• Handle customer outreach Calls to Action (CTAs) in your vertical and assist others as needed.
• Welcome new customers to the POD and set proper expectations for success
• Ensure the customer is finding the value and experience for long-term loyalty.
• Gather clear and detailed information related to feature requests and trends and make recommendations across departments to improve the overall customer experience and retention.
• Collaboratively build CTAs based on current and evolving trends
• Help train new customers
• Find opportunities to add additional value to each customer interaction by driving the adoption of existing features and recommending new ones.
• Work in conjunction with the upsell team to drive more revenue per customer
• Become well versed in Weave products and processes
• Maintain consistent updates in Gainsight, Salesforce, and Zendesk to provide an accurate overview of customers' current state.
• Work with our support team to identify deficiencies in the process and current customer support needs

What You Will Need to Accomplish the Job

• Demonstrate Weave's core values
• Ability to demonstrate ethical behavior and decision making at all times
• Ability to work in a fast-paced environment while maintaining a friendly and professional demeanor
• Ability to build relationships with a wide variety of customers
• Excellent written and verbal communication skills

What Will Make Us Love You

• Bachelor’s degree preferred
• Extensive experience in customer-facing roles
• Previous Customer Success experience
• Experience in Salesforce, Zendesk and Google Suite