Customer Onboarding Manager II
Casebook PBC
Mid-Market Customer Success Manager
Weave
full-time
Posted on:
Origin: • 🇺🇸 United States • Utah
Visit company websiteJob Level
JuniorMid-Level
About the role
- Serve as the primary point of contact for a portfolio of Mid-Market accounts, building deep, long-term relationships with key decision-makers and influencers
- Proactively engage with clients to ensure they achieve their business objectives, tailoring Weave’s solutions to meet their needs and demonstrating measurable value
- Develop and execute account plans, set success metrics, identify growth opportunities, and lead regular business reviews
- Identify upsell and cross-sell opportunities to expand account revenue and increase product adoption
- Work closely with Sales, Product, Marketing, and Engineering to ensure seamless communication and support for client needs
- Drive retention by proactively identifying risks, addressing concerns, and advocating for clients internally
- Oversee onboarding and implementation for net-new Mid-Market accounts and lead client success projects
- Track key customer health indicators (usage trends, NPS, adoption metrics) and provide regular reports to clients and internal stakeholders
- Lead thought leadership efforts: stay informed on industry trends and share best practices
- Reports to: Mid Market CSM Team Lead
- Some travel required (2-6 days per quarter)
Requirements
- Must currently be in a Customer Success Manager position at Weave for at least 6+ months
- 2+ years of experience in Customer Success, Account Management, or a similar client-facing role managing Mid-Market accounts
- Proven ability to manage and expand relationships with clients, driving product adoption, customer retention, and revenue growth
- Strong analytical skills with the ability to interpret usage data and translate it into actionable insights
- Exceptional interpersonal and communication skills, with the ability to build rapport with stakeholders at all levels, including senior leadership
- Proficiency in Salesforce and other reporting tools to track and manage client health and success metrics
