Hybrid Director of Enterprise Customer Success

at Weave

• Job title: Director of Enterprise Customer Success
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Lehi, United States

About the role

• Director of Customer Success leading enterprise-level customer success initiatives at Weave Communications. Focus on building scalable processes and strengthening client relationships for measurable business outcomes.

Responsibilities

• 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

Requirements

• 10+ years leading Dental practice teams and/or CSM teams at high-growth organizations
• Experience with dental practice turn arounds and strategic growth plans
• Proven track record of improving customer retention, expansion, and satisfaction at scale.
• Experience managing enterprise-level SaaS accounts ($500k+ ARR per account) and complex implementations.
• Exceptional executive presence, communication, and stakeholder management skills.
• Experience growing teams to support enterprise accounts
• At least 5 years experience as a Director or Owner of a DSO, Dental Practice or SaaS organization
• Experience with SMB, MM, and Enterprise level customers preferred
• SaaS experience preferred
• Deep experience with Customer Success software and other support and CRM systems
• Bachelor's degree preferred
• Comfortable and confident with making data-driven decisions
• Proven ability to have strong cross-functional partnerships

Benefits

• Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported.
• 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.