We are looking for a strategic, customer-focused Customer Success Analyst to lead retention efforts by engaging with customers who are considering canceling their services. You will play a crucial role in reducing churn by offering tailored solutions during critical negotiations, reinforcing the value of our product suite, and addressing customer concerns. This role requires strong negotiation skills, quick thinking, and the ability to work cross-functionally with internal teams to improve customer retention strategies.

This position will be hybrid: with in-office days on Tuesday and Wednesday. Work-from-home is optional on Monday, Thursday, and Friday.

Reports to: Manager of Customer Success, Lynsey Smith

What You Will Own:

• Handle customer cancellation requests, identifying their concerns and offering customized solutions to retain their business.

• Lead negotiations, presenting product value propositions, financial considerations, or other tailored save plays to prevent churn.

• Collaborate closely with Product, Sales, Onboarding, Support, and Finance teams to improve retention efforts and engage in feedback loops.

• Gather and analyze insights from customer interactions to refine retention tactics and inform broader strategies.

• Develop and implement effective save play strategies that balance customer satisfaction with business objectives.

• Track and report retention outcomes, providing data-driven insights to drive continuous improvement.

What You Will Need to Accomplish the Job:

• Experience in customer success, sales, or a related field.

• Strong negotiation and problem-solving skills.

• Ability to effectively communicate and articulate product value propositions.

• Ability to collaborate across multiple departments and manage stakeholder relationships.

• Analytical mindset with experience in data tracking and reporting.

What Will Make Us Love You:

• Experience in handling high-stakes customer interactions.

• A customer-centric mindset with a proactive approach to solving challenges.

• Ability to adapt quickly and think strategically under pressure.

• Strong emotional intelligence and empathy when dealing with customer concerns.

• Experience with customer retention in a SaaS environment (preferred).

Weave is an equal opportunity employer that is committed to diversity and inclusion. 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.