Customer Success Manager

• 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)

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