Customer Success Manager - Escalations/Retention

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. 

• This position will be hybrid, working 2-3 days in the office per week
• Reports to Manager of Customer Success

What you will own

The role of Customer Success Manager - Escalations/Retention 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.

• Be completely dedicated to the success of our customers.
• Manage the customer relationship to result in high levels of trust and satisfaction.
• Respond to incoming account management inquiries in a timely and informed manner to provide the best possible customer experience.
• Find opportunities to add additional value to each customer interaction by driving 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 and Salesforce to provide an accurate overview of customers current state. 
• Work with our support team to identify deficiencies in process and current customer support needs.
• Help define needed process builds/changes across the company to drive more efficiency.

What you will need to accomplish the job 

• Extensive experience in customer-facing roles.
• Be hungry, creative, and caring.
• 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 effectively de-escalate customer issues using empathy and active listening skills.
• Excellent written and verbal communication skills.

What will make us love you 

• Bachelor degree preferred
• Previous Customer Success experience is a plus

Weave is an equal opportunity employer that is committed to diversity and inclusion. 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.