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weavix · 1 day ago

Customer Success Manager

Wichita, KS

Full-time

Hybrid

Mid, Senior Level

5+ years exp

weavix is a company that focuses on revolutionizing frontline communication and productivity. The Customer Success Manager will support mid-sized customers by optimizing their experience, driving adoption, and ensuring long-term retention through various strategies and stakeholder engagement.

Communications InfrastructureCRMInformation TechnologySoftware

Responsibilities

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

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

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

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

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

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

Qualification

Customer Success ManagementStakeholder ManagementChurn Reduction StrategiesUpsellingCross-sellingCustomer Success ToolsData-driven AnalysisCommunication SkillsPresentation Skills