Technical Customer Success Manager

Weave•San Francisco, CA

17h•Onsite

About The Position

Weave is hiring a Technical Customer Success Manager to own the customer experience after a customer signs, from onboarding and adoption through renewal and expansion. The role combines account management, solutions engineering, and data analysis. You will help customers understand whether AI is improving engineering outcomes and delivering value for their spend, and ensure they can trust and act on the insights provided by Weave. You will own a book of the company’s largest accounts, including fast-growing startups and public companies, while building onboarding and automation processes for other customers. Success is measured by retention, account growth, and whether Weave becomes a weekly tool for engineering managers. The role is based in San Francisco and requires working in the office five days per week. You will work closely with the CEO, CTO, sales team, and engineers in a small, highly collaborative team with significant ownership from day one.

Requirements

At least 2 years of experience 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; able to discuss performance metrics and accounts retained.
Uses AI tools such as Claude, ChatGPT, Cursor, or similar in everyday work and has informed opinions about their strengths.
Clear written and verbal communication skills, including the ability to explain complex or messy datasets to a CTO and write clear follow-up communications.
Self-starter comfortable with ambiguity and working at speed.
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 experience shipping code as part of a job.
Customer success experience at a developer tools, data, or AI company serving engineering users.
Experience building customer success programs from scratch, such as onboarding programs, health scores, QBR templates, or help documentation.
Experience at an early-stage startup from Seed through Series B.

Responsibilities

Run end-to-end customer onboarding, from connecting GitHub and AI tools such as Claude Code and Cursor through delivery of the first executive report.
Train engineering managers and tech leads to incorporate Weave into regular one-on-ones, sprint reviews, and planning.
Help customers interpret their metrics, conduct business reviews, explain changes, and investigate data that appears incorrect.
Own renewals and expansion by tracking account health, identifying new champions when needed, and partnering with sales to grow accounts.
Triage and reproduce issues, write actionable bug reports, and share customer patterns with engineering to inform the product roadmap.
Build and automate customer success resources and processes, including onboarding checklists, health scores, and help documentation.