Customer Success Manager, Mid-Market​/Enterprise

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

• 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

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

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.

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