Manager Customer Success AI (Manager/Player-Coach)

Weave
United States
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Mentorship","Analytical thinking","Executive communication","Strategic stakeholder management","Cross-functional collaboration"]

Lead and mentor a team of Customer Success professionals focused on AI optimization and customer retention. Own a strategic portfolio of mid-market and enterprise accounts, partnering with decision-makers to align AI Receptionist workflows with complex operations. Analyze routing, scheduling, and conversational AI configurations to reduce caller friction, improve handle rates, and deliver ROI. Translate usage and commercial metrics into executive-ready QBRs while partnering with Product, Engineering, Onboarding, and Sales to shape improvements.

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FursaFursa
Weave
Weave
15 hours ago

Manager Customer Success AI (Manager/Player-Coach)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead and mentor a team of Customer Success professionals focused on AI optimization and customer retention. Own a strategic portfolio of mid-market and enterprise accounts, partnering with decision-makers to align AI Receptionist workflows with complex operations. Analyze routing, scheduling, and conversational AI configurations to reduce caller friction, improve handle rates, and deliver ROI. Translate usage and commercial metrics into executive-ready QBRs while partnering with Product, Engineering, Onboarding, and Sales to shape improvements.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Mentor and coach a team of Customer Success professionals on AI optimization methodologies and data translation.
  • •Manage a strategic portfolio of mid-market and enterprise accounts, aligning AI solutions with client workflows and growth objectives.
  • •Analyze client operations (call coverage, routing, scheduling) and AI configurations to eliminate customer friction and improve receptionist utilization.
  • •Deliver data-driven ROI storytelling via executive-ready presentations and QBRs to support long-term retention.
  • •Partner with Product, Engineering, Onboarding, and Sales as a critical feedback loop to influence the AI product roadmap and refine implementation.

Key Requirements

  • •3+ years in Customer Success, Account Management, or consultative client-facing roles in a SaaS environment, with experience mentoring or coaching teams.
  • •Hands-on expertise configuring telephony, call routing, conversational AI, or complex scheduling workflows.
  • •Strong data literacy to interpret usage and call metrics and translate technical performance into financial ROI for executives.
  • •Experience managing and advising complex multi-location mid-market and enterprise accounts as a consultative partner.
  • •Elite verbal and written communication skills for internal and external stakeholders.
Experience:3+ yearsSaaSAICustomer success
Skills:MentorshipAnalytical thinkingExecutive communicationStrategic stakeholder managementCross-functional collaboration
Tech Stack:TelephonyCall routingConversational AIScheduling workflowsUsage dashboardsQBRs

Company Brief

Weave
Provides an integrated communications and customer engagement platform for small and medium businesses, offering phone, messaging, appointment reminders, payments, and CRM tools to improve customer relationships and practice operations.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Lehi, United States
Founded: 2008
WebsiteLinkedIn