Head of Customer Success Management

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $150k - $175k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Cove

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🏠 Real Estate

☁️ SaaS

🤝 B2B

💰 Private Equity Round - Cove on 2025-06

Real Estate • SaaS • B2B

Cove is a company building software and in-person experiences that transform how people engage with physical real estate. Partnering with property owners and operators, Cove combines technology, design, and operations to create a platform that connects the digital and physical worlds, turning real estate into consumer-driven experiences and improving property management and tenant engagement. Founded in 2013, Cove offers tools and services aimed at enhancing space experiences and operational efficiency.

📋 Description

• Oversee and manage our Customer Success Managers (currently a team of 6) • Own the overall health and retention of Cove's post-launch client base, with a primary focus on maintaining NRR • Build and continuously refine the CS strategy, client segmentation model, and engagement playbooks that allow the team to scale without sacrificing quality • Serve as an Executive Sponsor for key clients, leading business reviews, engaging with senior leadership at owner and operator organizations, and building lasting relationships across the portfolio • Partner closely with the Account Management team to identify, surface, and support upsell and renewal opportunities within the existing client base • Collaborate with Product to ensure client feedback is captured, appropriately prioritized, and communicated back to clients with transparency and follow-through • Develop and implement a scaled customer success approach for Tier 4 clients, ensuring visibility into engagement risk and proactive outreach before churn occurs • Own KPIs related to retention, NRR, client health scores, and CS-qualified pipeline, and drive the team to consistently meet or exceed them • Develop and coach CSMs to grow professionally and take on increasing responsibility over time

🎯 Requirements

• 6+ years of experience in a SaaS Customer Success role • 2+ years of experience managing a Customer Success team • Proven track record of owning NRR or retention metrics in a B2B SaaS environment • Experience managing enterprise client relationships across multiple stakeholder personas • Commercial acumen with demonstrated ability to identify expansion opportunities and partner with sales on upsell and renewal • Experience building or improving CS processes, engagement playbooks, and tiered client models • Able to thrive in a fast-paced, collaborative, startup environment • Strong verbal and business writing skills.