What are the responsibilities and job description for the Customer Success Manager, SMB position at Weave?
We’re looking for a motivated and people-focused Customer Success Manager to support a portfolio of single-location and small multi-location SMB accounts. In this role, you’ll help customers get real results from our software, build lasting partnerships, and play a key role in keeping and growing those relationships over time.
At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.
Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
Beware of recruitment fraud. All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.
- This is a hybrid position, working Monday-Wednesday in office, Thursday/Friday are optional work from home days.
- Reports to: Manager of Customer Success
- Customer Success: Be a dedicated partner for your accounts, helping them solve challenges, reach goals, and get maximum value from our software.
- Retention: Take the lead on keeping customers engaged and successful, working proactively to reduce churn and strengthen loyalty.
- Upsells & Growth: Spot and nurture growth opportunities by building on trusted relationships, sparking interest in new offerings, and connecting customers with solutions that add real value.
- Strategic Guidance: Become a trusted partner to your customers, helping them link their business goals to practical outcomes with our software.
- Ongoing Training: Provide ongoing education when new features launch, making sure customers are confident and getting the most value from our tools.
- Engagement: Conduct regular business reviews that spotlight customer wins, reinforce outcomes, and create space to explore what’s next.
- Collaboration: Partner with Sales, Support, Product, and Onboarding teams to share feedback, solve challenges, and represent the customer’s voice.
- Problem Resolution: Handle escalations quickly and thoughtfully, maintaining customer trust and strengthening the relationship.
- Advocacy: Partner with happy customers to capture success stories, gather testimonials, and encourage positive reviews that highlight the value of our solutions.
- 2 years of experience in customer success, account management, or another client-facing role (SaaS or tech experience a plus)
- Proven ability to keep customers engaged, happy, and achieving their goals.
- Strong communication and relationship-building skills, with the confidence to work with both small business owners and internal teams.
- Comfortable hosting on-camera meetings and delivering a professional, engaging presence with customers.
- Skilled at reading account data and translating it into steps that improve retention and drive success.
- Highly organized and able to manage multiple accounts while keeping attention to detail.
- Experience using Salesforce, Vitally, or Zoom to manage accounts and connect with customers is a plus.
- Background supporting customers in healthcare-related industries (dental, optometry, veterinary, or medical) that will help you connect with many of our customers.
- A customer-first mindset and genuine passion for helping small businesses succeed.
- Comfort uncovering customer needs and teaming up with Sales to match them with the right solutions.
At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.
Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
Beware of recruitment fraud. All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.