Customer Success Manager enhancing client outcomes through bridge building in facility management software. Supporting public organizations with a focus on relationship management and software training.
About the role
- Director of Customer Success leading enterprise-level customer success initiatives at Weave Communications. Focus on building scalable processes and strengthening client relationships for measurable business outcomes.
Responsibilities
- Review, improve, and execute the customer success vision for enterprise accounts, aligned with company growth goals.
- Own and optimize the customer journey post onboarding (adoption → renewal → expansion→ advocacy).
- Develop playbooks, processes, and KPIs to drive retention, Net Revenue Retention (NRR), and customer health.
- Create proactive playbooks and motions to reduce churn and increase opportunities for expansion and advocacy.
- Build, lead, and mentor a high-performing Customer Success Management (CSM) team.
- Develop training, enablement, and career growth programs for CSMs.
- Create a culture of customer-first thinking, accountability, and proactive engagement.
- Provide a comprehensive, 360-degree view into customers' experience with Weave’s products and services to the rest of the business
- Partner cross-functionally with Sales, Product, and Support to deliver seamless customer experiences.
- Ensure customer escalations are properly handled with root cause analysis and prevention plans created as a result of escalations
- Define and oversee lifecycle processes/touch points and customer health scoring
Requirements
- 10+ years leading Dental practice teams and/or CSM teams at high-growth organizations
- Experience with dental practice turn arounds and strategic growth plans
- Proven track record of improving customer retention, expansion, and satisfaction at scale.
- Experience managing enterprise-level SaaS accounts ($500k+ ARR per account) and complex implementations.
- Exceptional executive presence, communication, and stakeholder management skills.
- Experience growing teams to support enterprise accounts
- At least 5 years experience as a Director or Owner of a DSO, Dental Practice or SaaS organization
- Experience with SMB, MM, and Enterprise level customers preferred
- SaaS experience preferred
- Deep experience with Customer Success software and other support and CRM systems
- Bachelor's degree preferred
- Comfortable and confident with making data-driven decisions
- Proven ability to have strong cross-functional partnerships
Benefits
- Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported.
- All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.
Job title
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