Customer Success Manager (Engagement)

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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 all 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.

Don’t believe us? Check out why our employees, their families, and our 13,000+ customers love Weave – Our Story OR head to our Instagram page @workatweave to see what our employees are up to. 

Benefits

  • Medical, Dental, & Vision Insurance- we cover 75%!
  • Unlimited PTO
  • Free haircuts at our onsite salon
  • Best maternity & paternity policy in Utah
  • Huge onsite gym
  • Brand new building
  • Flexible work schedules
  • 401k with match
  • Short & long term disability
  • Commuter benefits (UTA Pass)
  • Service animals welcome
  • Weave’s in-house coaching initiative

About the Job

Our Customer Success team has a part time Customer Success manager opening.  The role of the Engagement Customer Success Manager (CSM) is to manage the customer’s experience by providing one-on-one trainings with customers to help them adopt and utilize our product to its fullest.  

  • Responsible for demonstrating the value and benefits of our product while developing positive customer relationships.
  • Conduct 1-on-1 training with offices to ensure customers are receiving positive business results from the Weave platform and understand/appreciate its impact.
  • Drive adoption of existing features and identify opportunities for additional value. 
  • Ensure customers have the necessary resources to be trained on the newest product releases and features.
  • Identify upsell strategies and drive customer satisfaction and retention.  
  • 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.
  • Define process builds/changes across the company to drive more efficiency.

What do you need to accomplish the job?

  • Extensive experience in customer facing roles, with a background in support and/or sales.  Sales experience a plus. 
  • Ability to demonstrate ethical behavior and decision making at all times. 
  • Experience with customer account management during the delivery and implementation of complex SaaS applications.
  • Proven experience with managing customer issues and resolving technical and process related issues.
  • Demonstrate consistent and effective sales techniques (suggestive selling/upselling).
  • Must be hungry, creative and caring.  
  • Ability to work in a fast-paced environment while maintaining a friendly and professional demeanor. Strong presentation and communication skills are essential.  
  • Sales experience is a plus.

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