Customer Success Specialists (CSS) play a critical role in customer retention within the Customer Success organization at Weave. The CSS team proactively engages customers who are considering cancellation or experiencing challenges, working to understand the unique needs of each practice while identifying opportunities to strengthen long-term partnerships.

Through strategic account reviews, retention consultations, product education, and solution-based conversations, CSS helps customers maximize the value of their Weave investment while reducing churn and improving overall customer satisfaction.

Success in this role is achieved by customer-focused individuals who are motivated to deliver exceptional service, build trusted relationships, solve complex customer challenges, and advocate for solutions that benefit both the customer and Weave.

• This position will be hybrid (Monday-Wednesday in office, Thursday-Friday are optional work from home days)

• Reports to: Customer Success Specialist Manager

What You Will Own

Customer Retention

• Engage customers who are considering cancelling or changing their Weave services.

• Identify the root cause of customer concerns and develop tailored retention strategies.

• Build trust through consultative conversations that reinforce the value of Weave.

• Utilize available save plays, service recovery options, and customer education to improve retention outcomes.

• Maintain accurate documentation of customer interactions and retention efforts.

Strategic Account Reviews

• Review customer account history, product usage, billing, previous interactions, and support history prior to customer engagement.

• Conduct comprehensive account reviews to identify opportunities for optimization.

• Recommend appropriate bundle right-sizing, feature adoption, and training opportunities.

• Identify opportunities to increase customer value through improved product utilization.

• Proactively identify churn risk and recommend solutions before cancellation becomes necessary.

Customer Success & Enablement

• Educate customers on Weave products and features that support their business goals.

• Recommend additional training and optimization sessions when underutilization is identified.

• Partner with Customer Success Managers, Product, Support, Sales, Finance, and other internal teams to resolve customer concerns.

• Capture customer feedback and identify recurring trends to improve the customer experience.

Case Management

• Own a queue of customer cases from initial outreach through resolution.

• Manage customer communication through phone, email, and SMS while maintaining timely follow-up.

• Prioritize workload based on customer impact and business needs.

• Ensure all customer interactions are documented accurately within Salesforce.

• Meet established service level expectations while balancing quality customer experiences.

Customer Advocacy

• Act as the customer's advocate while balancing business objectives.

• Identify process improvements that reduce customer effort and improve retention outcomes.

• Escalate issues appropriately when additional resources are required.

• Provide a seamless experience during account changes, downgrades, cancellations, and retention efforts.

What You Will Need to Accomplish the Job

• Demonstrate Weave's core values.

• Demonstrate ethical behavior and sound decision-making at all times.

• Strong customer-first mindset with excellent relationship-building skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Excellent written and verbal communication skills.

• Strong critical thinking and problem-solving abilities.

• Comfortable navigating multiple business systems while maintaining accurate documentation.

• Ability to handle challenging conversations with empathy and professionalism.

What Will Make Us Love You

• Passion for helping customers succeed.

• Strong consultative communication skills with the ability to uncover customer needs.

• Ability to influence outcomes through education and relationship building rather than pressure.

• Naturally curious and motivated to understand each customer's business.

• Highly organized with strong time management skills.

• Thrives in a collaborative, team-oriented environment.

• Demonstrates resilience while managing a high-volume workload.

• Passionate about continuous improvement and finding better ways to serve customers.

Employment with Weave is contingent upon the successful completion of a background check, conducted in accordance with applicable laws.

At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.

Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

Beware of recruitment fraud. 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.