Customer Success Manager
About The Position
Weave is hiring a Customer Success Manager to own the post-sale customer experience, from onboarding through renewal and expansion. The role combines account management, solutions engineering, and data analysis. The Customer Success Manager will help customers understand whether AI is improving their engineering teams and whether that impact justifies their spending, then help them act on those insights. The role owns a book of large accounts, ranging from fast-growing startups to public companies, while also building onboarding and automation processes to serve other customers. Success is measured by retention, account growth, and whether Weave becomes a recurring tool for engineering managers. The position requires technical customer support, clear communication, comfort with ambiguity, and a fast-paced, self-starting approach. It is based in San Francisco and requires working in the office five days per week.
Requirements
- At least 2 years in a post-sale, customer-facing role at a B2B SaaS company, such as customer success, account management, implementation, solutions, or support.
- Experience owning a book of business and being measured on renewals, retention, or expansion, with the ability to discuss performance and accounts retained.
- Technical familiarity with how software teams ship, including pull requests, code review, CI/CD, and incidents; comfort using GitHub and investigating broken integrations before escalating.
- Regular use of AI tools such as Claude, ChatGPT, or Cursor, with informed opinions about their strengths.
- Clear written and verbal communication, including explaining complex datasets to CTOs and writing effective follow-ups.
- Self-starter who is comfortable with ambiguity and works at a fast pace.
- Ability to work in the San Francisco office five days per week.
Nice To Haves
- Hands-on technical experience as a software engineer, support engineer, solutions engineer, or forward deployed engineer, or having shipped code as part of a job.
- Ability to write SQL or a quick Python script to answer questions.
- Customer success experience at a developer tools, data, or AI company serving engineering users.
- Knowledgeable opinions on DORA, SPACE, and DevEx, including how engineering changes when agents write a substantial share of the code.
- Experience building customer success programs from scratch, including onboarding programs, health scores, QBR templates, or help documentation.
- Experience at an early-stage startup from Seed to Series B.
Responsibilities
- Run end-to-end customer onboarding, connecting GitHub and AI tools such as Claude Code and Cursor and guiding customers to their first executive report.
- Train engineering managers and tech leads to incorporate Weave into one-on-ones, sprint reviews, and planning.
- Help customers interpret metrics, conduct business reviews, investigate changes, and diagnose metrics that appear incorrect.
- Manage renewals and account expansion by monitoring account health, identifying new champions when needed, and partnering with sales.
- Triage and reproduce customer issues, write actionable bug reports, and share customer patterns with engineering to inform the roadmap.
- Build onboarding checklists, health scores, help documentation, and automated customer success processes.
Benefits
- $120K-$150K base salary plus early equity.
- Health, vision, and dental insurance covered.
- Free lunches, dinners, and snacks.
- Yearly team offsite and regular team events.
- Yearly $500 learning and development stipend.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
