Senior Customer Success Manager

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).