Weave

Overview

The Manager of Customer Success- AI acts as the subject matter expert and operational guide for Weave’s AI product suite, managing and mentoring a dedicated team while maintaining strategic ownership of a select portfolio of high-value, complex accounts.

About Weave

Weave is a customer communications and engagement platform for small and medium-sized businesses, featuring an advanced AI product suite including an AI Receptionist.

Requirements & Eligibility

• 3+ years of experience in Customer Success, Account Management, or consultative client-facing roles in a SaaS environment
• Proven track record of mentoring, leading projects, or coaching team members
• Strong technical and consultative aptitude with hands-on experience configuring telephony, call routing, conversational AI, or complex scheduling workflows
• Exceptional analytical skills with the ability to interpret raw usage data and translate technical metrics into financial ROI
• Experience managing and advising complex multi-location accounts

Key Responsibilities

• Mentor, coach, and guide a team of Customer Success professionals
• Directly manage a high-impact, strategic book of business of Mid-Market and Enterprise accounts
• Analyze client operations, call coverage routing, scheduling patterns, and AI configuration to remove customer friction
• Interpret complex usage dashboards, call handle metrics, and commercial value data to build robust ROI business cases
• Serve as the critical feedback loop between the front line and the Product, Engineering, Onboarding, and Sales teams