Customer Success Manager, Mid-Market/Enterprise

About the job

The role of a Mid-Market/Enterprise CSM is to work with a portfolio of customers to drive adoption, increase satisfaction, add revenue, mitigate risk, and identify customer needs in order to increase loyalty and retain business on a one-to-many scale. This position will also include coaching, mentoring and supporting the team in teaching best practices.

• This position will be hybrid (remote/in office)

• Reports to: Director of Enterprise Customer Success

WHAT YOU WILL OWN

• Managing a book of Priority Accounts

• Able to collaboratively address and tailor solutions to the customer’s needs.

• Establish oneself as a trusted advisor integral to the customer’s success.

• Welcome both new and existing customers to Customer Success and set proper expectations for success

• Conducts a comprehensive review of industry trends and the customers latest developments.

• Offering insights and guidance tailored specifically to the customers competitive environment

• Set up and perform regular Introduction calls, Account Reviews, and Business Reviews, making recommendations to Weave’s products & services

• Collaboratively work across departments to find solutions for customers

• Provides unique, actionable insights that the customer hasn’t considered before becoming more of an “advisor” than “vendor”

• Ability to understand not just the product, but market landscape, competition and how the product fits into broader industry trends.

• Work in conjunction with the upsell team to drive more revenue per customer

• Ability to use metrics and data to support their positions and quantify value, thereby making negotiations more objective

• Ability to create complex reports and dashboards that provide actionable insights, beyond just tracking KPI’s.

• Impact retention by helping customers see the value in what they are paying for, and help turn them into champions

• Maintain consistent updates in Salesforce and Zendesk to provide an accurate overview of customers' current state.

• Has a deep understanding of industry trends, challenges, and opportunities, often providing value by informing customers of ways to innovate and stay ahead of the curve.

• Work with our support team to identify deficiencies in the process and current customer support needs

• Constantly looking for new ways to improve customer success processes, customer experience, and internal operations.

• Participate in special projects as needed and directed by your team lead

WHAT YOU WILL NEED TO ACCOMPLISH THE JOB

The minimum qualifications for the role - education, experience, certifications, skills.

• 3+ years of CSM or Account Management experience supporting Mid-Market and/or Enterprise customers

• Demonstrate Weave's core values

• Contribute to a positive work environment and team culture

• 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 build relationships with a wide variety of both customers and internal stakeholders

• Ability to function as a consultant for the customer and balance that with the needs of the business

• Excellent written and verbal communication skills

• Ability to handle multiple projects at once and prioritize each respectively

• Proactive problem solving skills

WHAT WILL MAKE US LOVE YOU

Preferred qualifications - including personality traits and soft skills.

• A positive attitude with a willingness to contribute where needed

• Bachelor’s degree preferred

• Extensive experience in customer-facing roles

• Previous Customer Success experience

• Experience in Salesforce, Zendesk and Google Suite and Planhat (not necessary, but nice to have)

Employment with Weave is contingent upon the successful completion of a background check, conducted in accordance with applicable laws.

At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.

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.

Beware of recruitment fraud. 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.