People Not Employees

ABOUT WEAVE

Customer Success Manager - Proactive Team

 

About the Job:

In this role, you will manage the customer’s experience, product utilization, and retention of our customers’ post onboarding. You are responsible for overall customer well-being by monitoring customer health and satisfaction, proactively addressing issues, and acting as an escalation point for said issues. 

  • Manage the utilization of Weave across the Customer base, ensuring they are using the product and that any issues they have are resolved
  • Manage the customer relationship to result in high levels of trust and satisfaction
  • Utilize different campaigns to make sure that customers are using Weave across all products ensuring the customers are receiving positive business results from the Weave platform and understanding its impact. 
  • Work directly with NPS detractors to make sure they are heard and become an advocate of Weave.  
  • Be able to identify upsell opportunities and clearly convey the value of our products to customers
  • Maintain accurate data in Gainsight, Salesforce, and Zendesk to give complete visibility into the customer journey. 
  • Manage the relationship and transition from onboarding to customer success. 
  • Work collaboratively with other departments to ensure customer feedback is disseminated clearly
 

  • Bachelor’s degree
  • Experience in a customer-facing role
  • Customer success experience a plus
  • Ability to demonstrate ethical behavior and decision making at all times
  • Ability to solve problems quickly and efficiently
  • Ability to remain calm and friendly in stressful situations
 

Our Story

See how Weave became the Weave you love.