Customer Success Manager

Summary:
The Customer Success Manager (CSM) serves as a trusted advisor and advocate for our clients, ensuring they achieve their goals with our solutions. As a key point of contact for assigned accounts, the CSM focuses on fostering strong client relationships, driving product adoption, and delivering measurable value. You will collaborate with cross-functional teams to address client needs, resolve issues, and identify growth opportunities, ensuring long‑term satisfaction and retention.

Key Responsibilities:

Customer Health & Retention

• Monitor account health and proactively engage with customers showing signs of risk.
• Conduct regular outreach through email, calls, and webinars to ensure ongoing engagement.
• Develop and execute standardized health check‑ins and intervention strategies.
• Track and report on customer sentiment using NPS, CSAT, and other feedback tools.
• Own the renewal process by identifying risks early and taking corrective actions.
• Work cross‑functionally with Sales and Account Management to secure renewals.
• Analyze churn data and develop insights to improve retention strategies.

Adoption & Engagement

• Educate customers on core weavix features to maximize adoption.
• Conduct scalable training sessions, webinars, and resource sharing.
• Identify up‑sell and cross‑sell opportunities and pass them to Sales for follow‑up.

Process Efficiency & Scalability

• Standardize outreach strategies for a larger book of business.
• Implement automation and tools to streamline engagement.
• Collaborate with Product and Marketing to refine self‑service resources.

Expected Results & Impact:

• Maintain high renewal rates by ensuring continuous customer engagement.
• Improve feature adoption across small to mid‑size accounts.
• Identify and mitigate churn risks before they escalated.

Minimum Knowledge, Skills, and Abilities

Required:

• 2+ years of Customer Success, Account Management, or related experience in a B2B SaaS environment.
• Strong relationship management and communication skills to engage customers effectively.
• Experience managing a high volume of accounts while maintaining personalized engagement.
• Proven track record of driving renewals and reducing churn through proactive outreach.
• Ability to analyze customer health data and take action to improve retention.
• Familiarity with CS tools & CRM platforms (e.g., Gainsight, Churn Zero, Salesforce, or similar).
• Ability to conduct training sessions, webinars, and automated engagement campaigns.
• Strong time management and prioritization skills to balance multiple customers effectively.
• Ability and willingness to travel up to 25%-30% (client sites within the United States).

Preferred:

• Experience in SaaS or tech industry with a focus on mid‑market or SMB accounts.
• Background in customer onboarding, adoption, and success planning.
• Understanding of renewal processes and contract negotiations.
• Experience with automation and self‑service customer engagement strategies.

Being a part of the weavix team is being a part of something bigger. We value the innovators and the risk‑takers—the ones who love a challenge. Through our shared values and dedication to our mission to Connect every Disconnected Worker
, we’re reshaping the future of work to focus on this world’s greatest assets: people.

It’s truly amazing what happy, engaged team members can achieve. Our ever‑evolving list of benefits means you’ll be able to achieve work/life balance, perform impactful work, grow in your role, look after yourself/your family, and invest in your future.

Competitive Compensation

Employee Equity Stock Program

Competitive Benefits Package including:
Medical, Dental, Vision, Life, and Disability Insurance

401(k) Retirement Plan + Company Match

Flexible Spending & Health Savings Accounts

Paid Holidays

Flexible Time Off

Employee Assistance Program (EAP)

Other exciting company benefits

weavix®, the Internet of Workers® platform, revolutionizes frontline communication and productivity ce its founding, weavix has shaped the future of work by introducing innovative methods to better connect and enable the frontline workforce. weavix transforms enterprise by providing data‑driven insights into facilities and…