Head of Customer Success Management

About Cove

Cove is a premier provider of software solutions catering to owners and operators across all commercial real estate asset classes. We are revolutionizing the proptech industry by integrating previously dispersed functionalities and replacing outdated systems in buildings nationwide, including the Willis Tower, North America's largest multi-tenant building. Our team collaborates closely with property managers, landlords, engineers, and tenants to simplify real estate experiences and enhance asset value.

Supported by strategic investors like Blackstone, Cove is in an exciting growth phase and seeks top professionals experienced in SaaS, commercial real estate, and client engagement.

About You

You bring experience from a B2B SaaS company, having managed Customer Success Managers (CSMs) directly and owned the health and retention of clients after product launch. Your background involves handling complex products with frequent updates, balancing hands-on client engagement with scaling a Customer Success function. You have expertise managing enterprise relationships with multiple stakeholders and have a proven history of driving key business metrics, including Net Revenue Retention (NRR), customer retention, and expansion revenue. You appreciate that customer success goes beyond client satisfaction—it is about fostering client growth alongside yours.

Key Personal Attributes

• Effective leadership that motivates your team to excel in client service
• Ability to strategize broadly and intervene personally when clients require senior-level attention
• Commercial mindset focused on deepening client partnerships and mutual value creation
• Data-driven decision making utilizing health scores, engagement indicators, and business performance metrics
• Strong collaborator building robust relationships with Product, Sales, and Implementation teams to represent client interests
• Proactively identifying potential risks to retention before issues arise

Role Overview

As Head of Customer Success Management, you will lead the Customer Success Manager team and oversee the overall wellbeing of the post-launch client base. Reporting to the VP of Customer Success, you will set strategic direction while remaining engaged with clients daily, resolving escalations, conducting business reviews, and nurturing senior leadership relationships with key accounts. Collaboration with the Account Management team to spot growth opportunities and assist revenue expansion is critical. This role combines client advocacy with strategic business leadership, essential for achieving Cove's retention and NRR objectives.

Responsibilities

• Lead and support a current team of six CSMs through coaching and guidance to achieve outstanding client results
• Be accountable for retention and overall client health post-launch, focusing heavily on maintaining Net Revenue Retention
• Develop and continually improve Customer Success strategy, client segmentation models, and scalable engagement playbooks
• Act as Executive Sponsor for major clients by conducting business reviews and fostering senior-level relationships
• Work closely with Account Management to identify and facilitate upsell and renewal opportunities within the client portfolio
• Partner with Product teams to capture, prioritize, and communicate client feedback transparently
• Design and launch a scaled approach for Tier 4 clients to anticipate engagement risks and prevent churn proactively
• Manage key performance indicators such as retention rates, NRR, client health scores, and customer success qualified pipeline, ensuring targets are met or exceeded
• Mentor and develop CSMs, helping them grow professionally and assume greater responsibilities

Qualifications

• Minimum six years in a SaaS Customer Success role
• At least two years in a leadership capacity managing Customer Success teams
• Documented success in managing NRR or retention metrics within a B2B SaaS environment
• Experience developing enterprise client relationships involving multiple stakeholder groups
• Strong commercial skills with proven ability to spot and support upsell and renewal opportunities in collaboration with sales
• Experience establishing or enhancing Customer Success practices, including engagement playbooks and tiered client approaches
• Comfortable thriving in a fast-moving, collaborative startup environment
• Excellent verbal communication and professional business writing skills

Compensation

The salary for this position ranges from $150,000 to $175,000 per year.