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Senior Customer Success Manager

Remote - United States

 

Purpose: 

Support mid-sized customers by optimizing their weavix experience, driving adoption, and ensuring long-term retention. This includes guiding customers in refining communication workflows, ensuring effective feature utilization, developing tailored Customer Success Plans (CSPs), and conducting Quarterly Business Reviews (QBRs) to reinforce value and recommend optimizations. Additionally, the role involves proactive risk mitigation, stakeholder engagement, and strategic planning to drive expansion and reduce churn. 

 

Key Responsibilities: 

Customer Success & Retention 

  • Identify at-risk accounts within our Top Tier customer segments and proactively implement retention strategies. 
  • Collaborate with executive sponsors and product managers to develop save strategies and mitigate churn risk. 
  • Analyze and document churn reasons (e.g., product-related, service-related, pricing-related) and conduct post-mortem analyses to prevent future churn. 

 

Stakeholder & Executive Engagement 

  • Identify and build relationships with key stakeholders, including executives and decision-makers. 
  • Work closely with leadership teams to align weavix with strategic business goals. 
  • Ensure customer relationships transition to a more strategic nature to support KPI achievement and business objectives. 

 

Feature Adoption & Expansion 

  • Drive usage of advanced weavix functionalities, ensuring measurable impact. 
  • Tailor solutions to fit complex workflows, ensuring deep adoption and seamless integration. 
  • Conduct regular health checks (monthly or quarterly) to track feature usage, response times, and customer satisfaction trends. 
  • Benchmark highly engaged accounts to define best practices and drive health score improvements across the portfolio. 

 

 

Upselling & Growth Initiatives 

  • Collaborate with the sales team to identify and support upsell and cross-sell opportunities within growth accounts. 
  • Align customer goals with weavix’s value proposition, driving steady revenue growth. 
  • Use customer surveys (e.g., NPS, CSAT, CES) to gauge sentiment and adjust engagement strategies accordingly. 

 

Account Health & Risk Management 

  • Monitor and report on Tier 1 & 2 account health during quarterly portfolio reviews, identifying early signs of risk. 
  • Partner with Customer Success, Sales, and Product teams to create intervention plans for at-risk accounts. 
  • Identify key trends in declining customer health and provide insights to inform product development and service improvements. 

 

Strategic Business Reviews & Process Optimization 

  • Conduct QBRs and strategic check-ins for assigned accounts to ensure adoption and identify long-term expansion opportunities. 
  • Work on refining and scaling customer engagement strategies to ensure consistency in execution across multiple accounts. 
  • Gather and analyze customer feedback, relaying insights to Product, Engineering, and Marketing teams to enhance weavix’s offerings. 

 

Expected Results & Impact: 

  • Improve customer health scores by increasing feature adoption. 
  • Reduce churn by proactively addressing key risk factors. 
  • Identify and support expansion opportunities to drive revenue growth. 
  • Standardize customer success processes to enhance efficiency and scalability. 

 

Qualifications & Skills: 

  • 5+ years of Customer Success Management experience in B2B SaaS, preferably with mid-market or enterprise accounts. 
  • Strong stakeholder management skills, with experience engaging executives and decision-makers. 
  • Proven track record in reducing churn, driving adoption, and managing customer health metrics. 
  • Experience in upselling and cross-selling within an existing customer base. 
  • Data-driven approach to analyzing customer health trends and implementing proactive success strategies. 
  • Excellent communication and presentation skills, with the ability to deliver compelling QBRs. 
  • Experience with customer success tools (e.g., Gainsight, Vitally, Salesforce, or similar platforms). 

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 the Disconnected Workforce, 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 that includes: 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); and 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 to connect the disconnected workforce through disruptive technology. 

How do you want to make your impact?  

For more information about us, visit our website at weavix.com. 

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 based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic. All qualified applicants will receive consideration for employment.

Notice: weavix participates in the E-Verify program to confirm employment eligibility as required by law.

 

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