Director of Enterprise Customer Success

We are seeking a strategic and hands-on Customer Success Director to lead enterprise-level customer success initiatives for Weave Communications. The role will focus on building scalable processes, strengthening enterprise client relationships as strategic partnerships, driving adoption and expansion, and ensuring measurable business outcomes for our customers. This director will build these programs and oversee the Mid-Market and Enterprise Customer Success teams.

• Reports to VP of Customer Success
• The position is a hybrid role working several days per month in Enterprise practices and our corporate office in Lehi, UT.

What You Will Own

The duties and responsibilities of the role.

• 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

What You Will Need To Accomplish The Job

The minimum qualifications for the role - education, experience, certifications, skills.

• 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

What Will Make Us Love You

Preferred qualifications - including personality traits and soft skills.

• Enterprise Expert: Expertise growing dental practices either as an owner, consultant or director.
• Problem-Solver: You possess strong analytical skills and can identify issues, develop solutions, and implement improvements efficiently.
• Attention to Detail: You have a meticulous eye for detail, ensuring accuracy and compliance throughout the customer journey.
• Team Player: You work well in a collaborative environment, effectively communicating with colleagues across various departments to achieve common goals.
• Adaptability: You thrive in a fast-paced, dynamic environment and can adapt to changing priorities and demands with ease.
• Leadership Qualities: Your proven experience mentoring and guiding team members, helping to foster a supportive and productive work environment.
• Accountability: You take ownership of your work, follow through on commitments, and proactively seek ways to improve systems and processes under your care.

Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

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.