AI Customer Success Lead — Enterprise & ROI

Weave; Lehi (UT); Hybrid; USD 120,000 - 190,000; Full time

Job summary

Weave is seeking a Manager of Customer Success - AI to lead a talented team and own a strategic portfolio of Mid‑Market and Enterprise accounts. You will optimize AI configurations, reduce caller friction, and translate usage into measurable ROI for executive audiences.

You will mentor the team, align AI outcomes with client workflows, collaborate with Product and Sales, and drive retention through data‑driven reviews and proactive risk management.

Qualifications

• 3+ years in SaaS Customer Success or related leadership roles.
• Hands-on with AI optimization and workflow configuration.
• Ability to translate usage data into ROI stories.
• Experience managing multi-location accounts and executives.
• Excellent written and verbal communication.

Responsibilities

• Team Leadership & Mentorship: mentor and guide a team of Customer Success professionals, driving retention and AI utilization metrics.
• Strategic Portfolio Ownership: manage a high-impact book of Mid‑Market and Enterprise accounts and align AI solutions with client workflows.
• AI Workflow Optimization: analyze client operations and AI configurations to remove friction and maximize receptionist utilization.
• Data‑Driven ROI Storytelling & Retention: build ROI business cases from usage dashboards and present executive-ready reviews.
• Cross‑Functional Collaboration: act as feedback loop to Product/Engineering/Onboarding/Sales to influence roadmap and implementation.
• KPIs: drive AI utilization, Net Revenue Retention, and ROI program execution.

Job description

Weave is seeking a Manager of Customer Success - AI to lead a talented team and own a strategic portfolio of Mid‑Market and Enterprise accounts. You will optimize AI configurations, reduce caller friction, and translate usage into measurable ROI for executive audiences.

You will mentor the team, align AI outcomes with client workflows, collaborate with Product and Sales, and drive retention through data‑driven reviews and proactive risk management.