Weave combines LLMs and domain-specific machine learning to understand engineering work. We understand how much work was done, how good it is, and how AI contributed. Backed by Y Combinator.
About the role
The Manager of Customer Success- AI, acts as the subject matter expert and operational guide for Weave’s cutting-edge AI product suite, including our flagship AI Receptionist, and TrueLark legacy product. This individual manages and mentors a dedicated team of Weave across various designations- all firmly rooted in AI success- while maintaining strategic, hands-on ownership of a select portfolio of high-value, complex accounts.
What they're looking for
- 3+ years of experience in Customer Success, Account Management, or other consultative client-facing roles supporting Enterprise or Mid-Market customer segments
- 1+ years experience mentoring or coaching team members, leading projects, or demonstrating leadership in a SaaS environment
- AI & Workflow Configuration Expertise: Strong technical and consultative aptitude with hands-on experience configuring telephony, call routing, conversational AI, or complex scheduling workflows
- Data Literacy & ROI Storytelling: Exceptional analytical skills with the ability to interpret raw usage data, translate technical metrics (e.g., call answer rates, automated handle times) into financial ROI, and present them convincingly to senior executives
- Strategic Stakeholder Management: Experience managing and advising complex multi-location accounts, establishing trust as a consultative business partner
- Communication Excellence: Elite verbal and written communication skills and the ability to be effective in both internal and external communication
More about this role
The Manager of Customer Success- AI, acts as the subject matter expert and operational guide for Weave’s cutting-edge AI product suite, including our flagship AI Receptionist, and TrueLark legacy product. This individual manages and mentors a dedicated team of Weave across various designations- all firmly rooted in AI success- while maintaining strategic, hands-on ownership of a select portfolio of high-value, complex accounts. Your mission is to maximize product utilization, optimize conversational AI configurations to eliminate caller friction, and craft compelling data-driven ROI stories that secure long-term customer retention. Serving as a hybrid mentor and strategic consultant, you will bridge the gap between technical AI performance and executive-level business outcomes.
This role is Hybrid
Mentor, coach, and guide a team of Customer Success professionals, fostering a deep operational understanding of AI optimization methodologies and data translation.
Drive team-wide performance around core retention, feature adoption, and AI utilization metrics.
Conduct regular coaching, play review, and skill development sessions to build a team of highly consultative AI...
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