Adoption CSM

Weave • Lehi, UT

97d

About The Position

We are looking for a highly motivated and influential Adoption CSM to join our Customer Success team. In this role, you will help small business customers, who have been with us for 6 months or more, to fully utilize specific platform features that demonstrate ROI. You’ll engage directly with customers to provide education, gather feedback, and advocate for their needs within the organization. Your efforts will directly contribute to optimizing customer experience and promoting long-term success with our platform. This position will be hybrid, working Tuesday/Wednesday in the office with optional WFH on Monday/Thursday/Friday.

Requirements

• Proven experience in a customer-facing role, ideally within the SaaS industry.
• Proficiency in Salesforce, with the ability to manage customer interactions and engagement.
• Exceptional written and verbal communication skills for clear, effective customer education.
• Strong interpersonal skills with the ability to build trust and rapport with customers.
• Self-motivated, results-oriented with a history of meeting/exceeding performance targets.
• Strong problem-solving abilities, with a creative approach to addressing customer needs.
• High degree of ownership and accountability in driving successful customer outcomes.

Nice To Haves

• Experience working independently and driving initiatives to completion.
• A customer-first mindset with a passion for customer success and advocacy.
• Excellent analytical skills to interpret data, derive insights, and make data-driven recommendations.
• Ability to thrive in a fast-paced environment, adapt quickly to change, and stay focused on results.

Responsibilities

• Provide tailored education to customers, including training sessions and best practice consulting for feature adoption.
• Monitor customer usage patterns and engagement metrics to identify areas for optimization and needed support.
• Collect and document customer feedback, including feature requests, areas for improvement, and overall satisfaction.
• Use Vitally to create custom customer outreach campaigns and account reviews for a book of business, ensuring personalized and proactive customer engagement.
• Advocate for customer needs and feedback within cross-functional teams to drive customer-centric initiatives.
• Champion customer success and satisfaction by actively contributing to product development and customer experience efforts.

What This Job Offers

• Number of Employees: 501-1,000 employees