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.
Renewals & Churn Prevention
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-sized accounts.
Identify and mitigate churn risks before they escalate.
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, ChurnZero, 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.
Why weavix
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.
Perks and Benefits
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
About Us
weavix®, the Internet of Workers® platform, revolutionizes frontline communication and productivity at scale. Since 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 teams to maximize productivity and achieve breakthrough results. weavix is the single source of truth for both workers and executives.
Our mission is simple: to connect every disconnected worker through disruptive technology.
How do you want to make your impact?
For more information about us, visit weavix.com.
Equal Employment Opportunity (EEO) Statement
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.
Americans with Disabilities Act (ADA) Statement
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 hr@weavix.com.
E-Verify Notice
Notice: weavix participates in the E-Verify program to confirm employment eligibility as required by law.