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Summary

We are seeking a highly motivated and strategic Customer Success Manager to manage and expand relationships with our Mid-Market clients. In this role, you will serve as the trusted advisor to a portfolio of high-value accounts, ensuring successful product adoption, driving customer satisfaction, and uncovering new opportunities for growth. You will collaborate with cross-functional teams to deliver exceptional experiences and maximize the value of Weave’s solutions for our clients.

• This position will be hybrid (in office T/W, M/Th/F are optional work from home)

• Reports to: Mid Market CSM Team Lead

What You Will Own:

• Customer Relationship Management:

  • Serve as the primary point of contact for a portfolio of Mid-Market accounts, building deep, long-term relationships with key decision-makers and influencers.

  • Proactively engage with clients to ensure they achieve their business objectives, tailoring Weave’s solutions to meet their needs and demonstrating measurable value.

  • Develop strong rapport with stakeholders at all levels, helping clients navigate complex business decisions and challenges.

  • Act as the voice of the customer within Weave, providing insights to influence product and service development.

  • Some travel required. 2-6 days/quarter.

• Strategic Planning & Growth:

  • Develop and execute account plans for each strategic client, setting clear success metrics, identifying growth opportunities, and outlining long-term goals.

  • Identify upsell and cross-sell opportunities to expand account revenue and increase product adoption.

  • Lead regular business reviews with clients, evaluating performance and refining strategies to ensure continued success.

• Cross-Functional Collaboration:

  • Work closely with internal teams, including Sales, Product, Marketing, and Engineering, to ensure seamless communication and support for client needs.

  • Collaborate on initiatives to expand client relationships and product engagement, ensuring consistent value delivery.

• Customer Advocacy & Retention:

  • Drive retention by proactively identifying risks, addressing concerns, and ensuring clients receive maximum value from Weave’s products and services.

  • Advocate for clients internally, ensuring their needs are met while aligning with Weave’s goals and objectives.

  • Work to ensure that clients stay engaged with Weave’s solutions and continue to grow their investment with the company.

• Project & Program Management:

  • Oversee onboarding and implementation for net-new Mid-Market accounts, ensuring a smooth and effective process is followed upstream.

  • Lead projects related to client success, ensuring all deliverables are completed on time and meet client expectations.

  • Address any critical client concerns promptly, driving resolutions with cross-functional teams.

• Data Analysis & Reporting:

  • Track key customer health indicators, including usage trends, NPS scores, and adoption metrics, using data to inform client strategies.

  • Provide regular reports to both clients and internal stakeholders, quantifying the value delivered by Weave’s solutions.

• Thought Leadership & Industry Expertise:

  • Stay informed on industry trends and evolving customer needs, leveraging this knowledge to improve the value we deliver to clients.

  • Share best practices with clients and internal teams, positioning Weave as a leader in customer success and product excellence.

What You Will Need to Accomplish the Job:

• Must currently be in a Customer Success Manager position at Weave for at least 6+ months

• 2+ years of experience in Customer Success, Account Management, or a similar client-facing role, specifically managing Mid-Market accounts.

• Proven ability to manage and expand relationships with clients, driving product adoption, customer retention, and revenue growth.

• Strong analytical skills with the ability to interpret usage data and translate it into actionable insights.

• Exceptional interpersonal and communication skills, with the ability to build rapport with stakeholders at all levels, including senior leadership.

• Proficiency in Salesforce and other reporting tools to track and manage client health and success metrics.

What Will Make Us Love You:

• Passion for Customer Success: You’re deeply committed to ensuring that customers achieve their goals with Weave’s solutions.

• Results-Driven: You’re motivated by measurable outcomes and use data to drive decisions and refine strategies.

• Creative Problem Solver: You develop innovative solutions to challenges that clients face, consistently seeking ways to improve their experience and outcomes.

• Collaborative: You work well with cross-functional teams to deliver exceptional service and results to clients.

• Strategic Mindset: You understand both the big picture and the details, helping clients navigate complex decisions while aligning with their long-term goals.

If you’re a strategic, customer-focused professional with a proven ability to drive success and growth for MidMarket clients, we encourage you to apply. Join us and play a key role in helping our clients achieve their business goals with Weave.

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.