Adoption CSM

We are looking for a highly motivated and influential Adoption CSM to join our Customer Success team. In this role, you will help small business customers, who have been with us for 6 months or more, to fully utilize specific platform features that demonstrate ROI. You’ll engage directly with customers to provide education, gather feedback, and advocate for their needs within the organization. Your efforts will directly contribute to optimizing customer experience and promoting long-term success with our platform.

• This position will be hybrid, working Tuesday/Wednesday in the office with optional WFH on Monday/Thursday/Friday.
• Reports to: CSM Team Lead
  
  

What You Will Own

• Provide tailored education to customers, including training sessions and best practice consulting for feature adoption.
• Monitor customer usage patterns and engagement metrics to identify areas for optimization and needed support.
• Collect and document customer feedback, including feature requests, areas for improvement, and overall satisfaction.
• Use Vitally to create custom customer outreach campaigns and account reviews for a book of business, ensuring personalized and proactive customer engagement.
• Advocate for customer needs and feedback within cross-functional teams to drive customer-centric initiatives.
• Champion customer success and satisfaction by actively contributing to product development and customer experience efforts.
  
  

What You Will Need To Accomplish The Job

• Proven experience in a customer-facing role, ideally within the SaaS industry.
• Proficiency in Salesforce, with the ability to manage customer interactions and engagement.
• Exceptional written and verbal communication skills for clear, effective customer education.
• Strong interpersonal skills with the ability to build trust and rapport with customers.
• Self-motivated, results-oriented with a history of meeting/exceeding performance targets.
• Strong problem-solving abilities, with a creative approach to addressing customer needs.
• High degree of ownership and accountability in driving successful customer outcomes.
  
  

What Will Make Us Love You

• Experience working independently and driving initiatives to completion.
• A customer-first mindset with a passion for customer success and advocacy.
• Excellent analytical skills to interpret data, derive insights, and make data-driven recommendations.
• Ability to thrive in a fast-paced environment, adapt quickly to change, and stay focused on results.
  
  

Weave is an equal opportunity employer that is committed to diversity and inclusion. 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.

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.