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About You

You have experience in Customer Success within a B2B SaaS environment, supporting clients directly and managing complex client projects. Your background includes working with sophisticated products that frequently release new features and upgrades. Roles such as Customer Success Manager or Implementation Manager are part of your history, where you managed client onboarding projects to ensure positive and meaningful early client experiences. You have worked with enterprise clients, dealing with different user personas, and have participated in integration initiatives.

Key traits include:

Strong problem-solving abilities with a focus on client satisfaction.
High level of organization and data-driven approach, prioritizing daily tasks effectively.
A keen interest in technology and software, eager to learn and understand product details.
A customer-first mindset in all activities and communications.
An understanding of customer success as a critical business function, with a willingness to collaborate across teams to achieve objectives.

Role Overview

As a Customer Success Manager at Cove, you will take ownership of clients after the implementation phase, ensuring they derive meaningful value from Cove’s products. You will maintain active engagement with clients following Cove’s Customer Success frameworks and cultivate strong partnerships with key client personnel. Your responsibility includes managing renewals and driving overall client success. You will be a part of an expanding customer success team with the chance to help establish scalable processes and success strategies.

Key Responsibilities

Manage a portfolio of clients post-implementation, varying in size and annual recurring revenue (ARR).
Implement project plans developed during implementation to ensure clients receive ongoing support.
Maintain engagement with principal client stakeholders to confirm they recognize the value of Cove’s solutions.
Use client metrics to evaluate success and proactively identify opportunities for improvement.
Ensure satisfaction of all involved stakeholders with Cove’s products and services.
Develop and nurture long-term client relationships for sustained success.
Contribute strategically to the Customer Success team and collaborate cross-functionally to align with company objectives.

Qualifications

More than four years of experience in SaaS customer success roles.
Familiarity with complex SaaS platforms serving multiple user personas.
Proven project management capabilities handling complex assignments.
Strong track record of building and managing client relationships.
Experience training client stakeholders on SaaS offerings.
Ability to thrive in a dynamic, collaborative, and fast-moving environment.
Solution-focused mindset with strong problem-solving techniques.
Excellent verbal communication and professional business writing skills.
Proficient with Excel or Google Sheets, Canva, and presentation tools like Google Slides or PowerPoint; advanced skills in spreadsheets preferred.

About Cove

Cove provides cutting-edge software solutions tailored for owners and operators within all commercial real estate asset classes. The company innovates in property technology by integrating previously isolated functionalities and modernizing legacy building systems across the United States, including installations at the Willis Tower, the largest multi-tenant building in North America. The team collaborates with property managers, landlords, engineers, and tenants to streamline real estate operations and enhance asset value. Cove is supported by prominent investors such as Blackstone and is experiencing rapid growth, seeking talented professionals from SaaS, real estate, and client engagement backgrounds to join their expanding team.

Compensation

The salary for this position ranges between $90,000 and $100,000 annually.

Customer Success Manager