Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
March 18, 2026
Full Job Description
š Description
- ā¢ As a Customer Success Manager at Weave Communications, you will serve as a dedicated partner to single-location and small multi-location SMB accounts, helping them achieve measurable results from our software while building lasting, trust-based relationships that drive retention and growth.
- ā¢ You will own the end-to-end customer journey post-sale, proactively guiding clients toward their business goals, reducing churn, identifying expansion opportunities, and ensuring they derive maximum value from our platform through strategic engagement and advocacy.
- ā¢ You will work within a collaborative, mission-driven Customer Success team at Weaveās headquarters in Lehi, UT, reporting to the Manager of Customer Success, and partnering closely with Sales, Support, Product, and Onboarding teams to amplify the customer voice and improve overall experience.
- ā¢ This hybrid role requires in-office presence Monday through Wednesday, with optional remote work on Thursday and Friday, offering flexibility while maintaining strong team cohesion and customer connection.
- ā¢ Day to day, you will conduct regular business reviews to showcase customer wins, reinforce outcomes, and uncover next-step opportunities; provide ongoing training when new features launch to ensure confident adoption; handle escalations with empathy and speed to preserve trust; and collaborate cross-functionally to relay customer feedback that informs product and service improvements.
- ā¢ You will actively identify and nurture upsell and cross-sell opportunities by deeply understanding customer needs and aligning them with relevant Weave solutions, turning satisfied clients into advocates who provide testimonials, case studies, and referrals.
- ā¢ You will leverage tools like Salesforce, Vitally, and Zoom to manage account health, track engagement metrics, and translate data into actionable retention and growth strategies, ensuring no account falls through the cracks.
- ā¢ You will become a trusted advisor to small business owners in healthcare-adjacent industries (dental, optometry, veterinary, medical), helping them connect their operational goals to tangible outcomes using our software, thereby positioning yourself as an indispensable partner in their success.
- ā¢ Through consistent, proactive engagement, you will strengthen customer loyalty, reduce churn, and contribute directly to net revenue retention by transforming satisfied users into long-term, expanding partners.
- ā¢ You will develop deep expertise in SaaS customer lifecycle management, gaining hands-on experience in retention strategy, expansion motion, and cross-functional collaborationāskills that are highly transferable and valuable for advancement into senior Customer Success, Account Management, or Leadership roles.
- ā¢ You will grow your ability to communicate complex value propositions clearly and persuasively, both in written and on-camera formats, enhancing your professional presence and effectiveness in client-facing and internal stakeholder interactions.
šÆ Requirements
- ā¢ 2+ years of experience in customer success, account management, or another client-facing role, preferably in SaaS or technology environments
- ā¢ Proven ability to keep customers engaged, satisfied, and achieving their business goals through proactive relationship management
- ā¢ Strong communication and relationship-building skills, with comfort hosting professional on-camera meetings and presenting to small business owners and internal teams
- ā¢ Skilled at interpreting account data and usage metrics to identify risks, opportunities, and actionable steps that improve retention and drive success
- ā¢ Highly organized with the ability to manage a portfolio of multiple accounts while maintaining meticulous attention to detail and follow-through
- ā¢ Experience using Salesforce, Vitally, or Zoom to manage customer accounts and track engagement is a plus
šļø Benefits
- ā¢ Hybrid work schedule: in-office MondayāWednesday, optional remote ThursdayāFriday
- ā¢ Opportunity to work with and make a meaningful impact on small businesses in healthcare-related industries (dental, optometry, veterinary, medical)
- ā¢ Collaborative, inclusive culture that values employee growth, well-being, and belonging
- ā¢ Exposure to AI-enhanced tools that streamline workflows and improve customer experience
- ā¢ Commitment to equal opportunity and accessibility, with accommodations available upon request
- ā¢ Clear path for professional development in customer success, account management, and leadership within a growing SaaS company
Skills & Technologies
Hybrid
About Weave Communications, Inc.
Weave Communications provides a unified customer communication and engagement platform for small and medium-sized healthcare, dental, optometry, veterinary, and other service businesses. Its cloud software integrates VoIP phone, text messaging, email, scheduling, payments, reviews, analytics, and team collaboration tools into a single interface that syncs with existing practice management systems. The platform automates appointment reminders, billing collections, marketing campaigns, and patient feedback requests while maintaining HIPAA compliance and supporting multi-location practices. Founded in 2011 and headquartered in Lehi, Utah, Weave is publicly traded on the NYSE under the ticker WEAV.
