Director of Customer Success

The Director of Customer Success Management is one of the most critically important roles at Weave. In this role, you will be overseeing the entire Customer Success Management organization. As the job title states, this role is responsible for the success of our entire customer base. Success is defined as our customers realizing tremendous value with Weave’s products and services—leading to adoption, retention, and expansion. We want a customer-obsessed individual who can help us define and deliver what success looks like now and in the future.

• This position is a hybrid role although working a majority of days in our Lehi, UT HQ is preferable

• Reports to: VP of Customer Success

What You Will Own

• Define customer segmentation and create tailored customer journey mapping
• Create and drive low- and high-touch adoption programs
• Deliver world-class churn performance
• Provide a comprehensive, 360-degree view into customers' experience with Weave’s products and services to the rest of the business
• Partner with Sales to drive upsell opportunities
• Build a world-class CSM team and develop the next generation of Weave leadership
• Drive operational excellence resulting in employee and customer satisfaction 
• Ensure customer escalations are properly handled
• Create financial modeling for the team
• Create a knowledge management ecosystem that allows for a consistent experience for customers and employees
• Define and oversee lifecycle processes/touch points and customer health scoring

How Your Success Will Be Measured

• Gross Dollar Retention
• Net Revenue Retention
• Upsell Targets
• NPS
• Employee NPS
• Logo Churn
• Operational Efficiency

What You Will Need to Accomplish the Job

• 10+ years leading CSM teams at high-growth organizations
• Experience with SMB, MM, and Enterprise level customers preferred
• SaaS experience preferred
• Deep experience with Customer Success software and other support and CRM systems
• Bachelor's degree preferred
• Comfortable with data and making data-driven decisions
• Proven ability to forge cross-functional partnerships

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.