What are the responsibilities and job description for the Customer Success Specialist position at Weave?
This position supports TrueLark, a recently acquired brand under the Weave umbrella. While you’ll be employed by Weave, your work will directly contribute to the TrueLark product and team.
TrueLark is an AI-powered virtual receptionist designed for appointment-based small and medium-sized businesses. Its agentic AI platform manages scheduling, rescheduling, and client inquiries through SMS and web chat, providing 24/7 support. TrueLark helps businesses recover missed calls, increase bookings, and streamline front-office operations.
The Customer Success Specialist will play a key role in supporting TrueLark’s growing customer base by coordinating client communications, tracking action items, and ensuring smooth execution of pilots and expansions. This role works closely with the Customer Success Manager to prepare meeting materials, manage internal and external follow-ups, and maintain organized account documentation.
This position is ideal for someone who thrives in a fast-paced environment, is highly detail-oriented, and can balance multiple priorities while building strong client relationships.
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.
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.
TrueLark is an AI-powered virtual receptionist designed for appointment-based small and medium-sized businesses. Its agentic AI platform manages scheduling, rescheduling, and client inquiries through SMS and web chat, providing 24/7 support. TrueLark helps businesses recover missed calls, increase bookings, and streamline front-office operations.
The Customer Success Specialist will play a key role in supporting TrueLark’s growing customer base by coordinating client communications, tracking action items, and ensuring smooth execution of pilots and expansions. This role works closely with the Customer Success Manager to prepare meeting materials, manage internal and external follow-ups, and maintain organized account documentation.
This position is ideal for someone who thrives in a fast-paced environment, is highly detail-oriented, and can balance multiple priorities while building strong client relationships.
- This position will be in-office (Palo Alto, CA)
- Reports to: Head of Product & Customer Success and Customer Success Manager
- Prepare customer decks, meeting agendas, and follow-up notes for client syncs.
- Track action items, pilot milestones, and contract renewals across multiple accounts.
- Support pilot coordination by highlighting wins and identifying expansion opportunities.
- Draft proactive outreach messages and customer check-ins.
- Log, track, and follow up on feature requests and internal tasks.
- Maintain accurate and up-to-date customer documentation in internal systems.
- Contribute to quality assurance reviews to better understand the product.
- Document and refine customer success processes for scalability.
- Present to customers during calls, syncs, and pilot updates.
- 3 years in a customer-facing or coordination role (Customer Success, support, administration, or similar).
- Strong organizational and project management skills, with the ability to manage multiple priorities.
- Excellent written communication skills, especially for emails and meeting preparation.
- High attention to detail and accuracy in tracking and follow-up.
- A problem-solving mindset with the willingness to ask questions and troubleshoot.
- Proficiency with Google Workspace, Google Sheets, Notion, Slack, and HubSpot (or similar tools).
- Ability and willingness to travel for customer meetings, events, or team offsites.
- Experience working in a high-growth SaaS or tech startup environment.
- Comfortable navigating evolving processes and helping shape new workflows.
- Strong relationship-building skills and a proactive approach to client communication.
- Tech-savvy, quick to learn new tools, and eager to streamline workflows.
- A collaborative, solutions-oriented attitude with the ability to anticipate needs.
- Exceptional attention to detail and a keen eye for catching inconsistencies.
- Strong problem-solving skills, with the ability to troubleshoot and find creative solutions.
- You naturally bring structure and calm to fast-moving, dynamic situations.
- Reference checks will be required prior to an offer.
- The role is customer-facing and requires comfort with presentations and live client interactions.
- Some travel will be necessary depending on client needs.
- Responsibilities include process documentation and quality assurance tasks to support product understanding and improvement.
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.
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.