People Not Employees

ABOUT WEAVE

Weave supports small business owners by providing an all-in-one platform to help them communicate with, and grow their customer base. With Weave’s complete business toolbox, small businesses can streamline their communication, payments and marketing - all from one place - and continually provide a phenomenal customer experience. 

At the core of Weave’s growth are our people. We are passionate about providing an amazing workplace for talented people who demonstrate our core values: Hungry, Creative, and Caring. In 2019, Weave received several significant awards, including the Fortune 100 Best Companies, Forbes Cloud 100, and Inc. 5000 fastest-growing companies.

The role of Customer Success Manager - Retention is to work with our at-risk customers to de escalate and identify customer needs in order to increase loyalty and retain business on a one-to-many scale

Benefits

WHY YOU'LL LOVE US

  • Medical, Dental, and Vision
  • 401k
  • Flexible PTO
  • Family Friendly (Family activities)
  • New Office with Amenities
  • Generous Maternity/Paternity Policy
  • Commuter Benefits (UTA Pass)
  • Flexible Schedules (currently working from home due to Covid-19)
  • Weave’s in-house Coaching Initiative: Help clarify goals, gain self-awareness, commit to action steps, etc.
  • Career Growth Opportunities (in hyper-growth company)

  • Be completely dedicated to the success of our customers
  • Handle all at-risk customer cases
  • Ensure the customer is finding the value and experience for long-term loyalty
  • Gather clear and detailed information related to customer churn risk and make recommendations across departments to improve the overall customer experience and retention
  • Collaboratively build save plays based on current and evolving risk reasons
  • 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, Salesforce, and Zendesk 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
 

  • Bachelor’s degree preferred
  • Extensive experience in customer-facing roles
  • Previous retention experience preferred
  • Previous Customer Success experience preferred
 

Our Story

See how Weave became the Weave you love.