Customer Success Manager

Description Purpose

Support mid‑size customers by optimizing their weavix experience, driving adoption, and ensuring long‑term retention. This includes guiding customers in refining communication workflows, ensuring effective feature utilization, developing tailored Customer Success Plans (CSPs), and conducting Quarterly Business Reviews (QBRs) to reinforce value and recommend optimizations. Additionally, the role involves proactive risk mitigation, stakeholder engagement, and strategic planning to drive expansion and reduce churn.

• Customer Success & Retention
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  Identify at‑risk accounts within Top Tier segments and proactively implement retention strategies; collaborate with executive sponsors and product managers to develop solutions; analyze and document churn reasons; conduct post‑mortem analyses.
• Stakeholder & Executive Engagement
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  Identify and build relationships with key stakeholders; work closely with leadership teams to align weavix with business goals; ensure relationships become strategic.
• Feature Adoption & Expansion
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  Drive usage of advanced weavix functionalities; tailor solutions to complex workflows; conduct regular health checks; benchmark highly engaged accounts.
• Upselling & Growth Initiatives
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  Collaborate with sales to identify upsell and cross‑sell opportunities; align customer goals with weavix’s value proposition; use customer surveys (NPS, CSAT, CES) to gauge sentiment.
• Account Health & Risk Management
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  Monitor Tier 1 & 2 account health; partner with Customer Success, Sales, and Product to create intervention plans; identify trends and provide insights for product improvement.
• Strategic Business Reviews & Process Optimization
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  Conduct QBRs and strategic check‑ins; refine engagement strategies; gather and analyze feedback for product, engineering, and marketing.

• Improve customer health scores through increased feature adoption.
• Reduce churn by proactively addressing key risk factors.
• Identify and support expansion opportunities to drive revenue growth.
• Standardize customer success processes to enhance efficiency and scalability.

• 5+ years in Customer Success Management in B2B SaaS, preferably mid‑market or enterprise.
• Strong stakeholder management skills; experience engaging executives and decision‑makers.
• Proven track record reducing churn, driving adoption, and managing customer health metrics.
• Experience in upselling and cross‑selling within an existing customer base.
• Data‑driven approach to analyzing customer health trends and implementing proactive strategies.
• Excellent communication and presentation skills; ability to deliver compelling QBRs.
• Experience with customer success tools (e.g., Gainsight, Vitally, Salesforce or similar).

weavix is an Equal Opportunity Employer. At weavix, diversity fuels innovation. We are dedicated to fostering an inclusive environment where every team member is empowered to contribute to our mission of connecting the disconnected workforce. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other legally protected characteristic.

All qualified applicants will receive consideration for employment.

weavix is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need assistance or an accommodation during the application process due to a disability, you may contact us at

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