Senior Customer Success Manager

You’ve worked in Customer Success at a B2B SaaS company directly supporting enterprise clients and leading complex client projects. Your previous companies had complex products with features and enhancements being released on a frequent basis. You may have previously served as a Senior Customer Success Manager or Senior Implementation Manager. You directly managed onboarding strategic projects for clients and ensured their initial steps in the client journey were positive and impactful for enterprise clients. You’ve worked with multiple enterprise clients and have experience relating to multiple personas. You have had exposure to integration projects as part of your previous role(s).

Things About You

• You are a natural problem solver; taking on challenges directly and ensuring clients are happy in the end.
• You are comfortable speaking to and collaborating with client stakeholders
• You are organized and data-driven; always aware of what’s next on your list and the main priorities for the day
• You are proactive and thrive in delivering and communicating value to strategic clients
• You enjoy learning new things and digging into the details on technology and software applications.
• You know that customer success is an important part of a business strategy and are ready to collaborate across teams to help us get to our goals.

About The Role

As a Senior Customer Success Manager, you will own enterprise and portfolio clients post-implementation, ensuring that they are successful using cove’s products and achieving value from the solution(s). You will engage with client end-users and stakeholders as defined by cove’s Customer Success journeys and maintain strong working relationships with key client team members. You will ultimately be responsible for the renewal and overall success of your clients. You’ll join a growing customer success team with opportunities to develop processes and contribute to scalable success strategies.

Key Responsibilities

• Own enterprise and portfolio clients post-implementation
• 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, specifically budget owners and key decision makers, 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.

Qualifications

• 7+ 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 for enterprise clients
• 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 preferred.

Salary Range: $105,000 – $120,000

About Cove

Cove is a leading provider of software solutions to owners and operators across all asset classes of commercial real estate. We are redefining proptech by consolidating previously-disconnected functionality and replacing legacy systems in buildings across the country, including Willis Tower – the largest multi-tenant building in North America. Our team works closely with property managers, landlords, engineers, and tenants to simplify their real estate experience and add value to their assets.

Backed by strategic investors (including Blackstone), Cove is a fast-growing startup entering a new phase of growth and we’re looking for the brightest professionals from across the industry to join us.