Director of Enterprise Customer Success

Customer Success Director

We are seeking a strategic and hands-on Customer Success Director to lead enterprise-level customer success initiatives for Weave Communications. The role will focus on building scalable processes, strengthening enterprise client relationships as strategic partnerships, driving adoption and expansion, and ensuring measurable business outcomes for our customers. This director will build these programs and oversee the Mid-Market and Enterprise Customer Success teams.

The duties and responsibilities of the role include :

• Review, improve, and execute the customer success vision for enterprise accounts, aligned with company growth goals.
• Own and optimize the customer journey post onboarding (adoption ? renewal ? expansion? advocacy).
• Develop playbooks, processes, and KPIs to drive retention, Net Revenue Retention (NRR), and customer health.
• Create proactive playbooks and motions to reduce churn and increase opportunities for expansion and advocacy.
• Build, lead, and mentor a high-performing Customer Success Management (CSM) team.
• Develop training, enablement, and career growth programs for CSMs.
• Create a culture of customer-first thinking, accountability, and proactive engagement.
• Provide a comprehensive, 360-degree view into customers' experience with Weave's products and services to the rest of the business.
• Partner cross-functionally with Sales, Product, and Support to deliver seamless customer experiences.
• Ensure customer escalations are properly handled with root cause analysis and prevention plans created as a result of escalations.
• Define and oversee lifecycle processes / touch points and customer health scoring.

The minimum qualifications for the role include :

Preferred qualifications include :

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.

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.