Customer Success Manager

Cove is a leading provider of software solutions to owners and operators across all asset classes of commercial real estate. As a Customer Success Manager, you will own clients post-implementation, ensuring they are successful using Cove’s products and achieving value from the solutions. You will engage with clients, maintain strong relationships, and be responsible for their renewal and overall success.

Responsibilities:

• Own clients post-implementation: A mixture of clients based on size and ARR
• Execute on the project plan(s) defined during Implementation and make sure the client is properly supported during their continued use of cove
• Engage with key client stakeholders to ensure they are seeing the value of cove
• Utilize key client metrics to measure client success and proactively address areas to make the client more successful
• Ensure all stakeholders are satisfied with cove’s offerings
• Build relationships with the client to ensure a successful long-term relationship with cove
• Serve as a member of our growing Customer Success team, contributing to overall strategy and working cross functionally to align with business goals

Requirements:

• 4+ years of experience in SaaS customer success
• Experience with complex SaaS products used by multiple personas
• Project management skills and past experience managing complex projects
• Experience building and maintaining relationships with client stakeholders
• Experience training stakeholders on a SaaS product
• Able to thrive in a collaborative, fast-paced environment
• Solution orientation and problems solving skills
• Strong verbal and business writing skills
• Experience using Excel/Google Sheets, Canva, Google Slides/PPT
• Advanced skills in Google Sheets or Excel