Customer Success Manager
About The Position
Hover helps people design, improve, and protect the properties they love. With proprietary AI built on over a decade of real property data, Hover answers age-old questions like “What will it look like?” and “What will it cost?” Homeowners, contractors, and insurance professionals rely on Hover to get fully measured, accurate, and interactive 3D models of any property — all from a smartphone scan in minutes. At Hover, we’re driven by curiosity, purpose, and a shared commitment to serving our customers, communities, and each other. We believe the best ideas come from diverse perspectives and are proud to cultivate an inclusive, high-performance culture that inspires growth, accountability, and excellence. Backed by leading investors like Google Ventures and Menlo Ventures, and trusted by industry leaders including Travelers, State Farm, and Nationwide — we’re redefining how people understand and interact with their spaces. Why Hover wants you Hover is seeking a strategic and proactive Customer Success Manager (CSM) to partner with our Account Executives (AEs) in driving success across our largest contractor accounts. You’ll be responsible for owning customer outcomes pre & post-sale: driving adoption, retention, and expansion within a defined portfolio of accounts. Working within a pod model, you’ll operate as the execution arm of the AE, ensuring every initiative—whether implementation, product adoption, or executive engagement—translates into measurable value and long-term account growth. You’re disciplined, data-driven, and thrive on ownership. You excel at building structure, creating clarity across complex workstreams, and driving predictable results.
Requirements
- 5+ years in Customer Success, Account Management, or Strategic Program Management—preferably in enterprise SaaS, construction tech, or similarly complex environments, managing a book of 20+ customer accounts
- Experience driving adoption in a multi-product or transactional environment
- Proven experience managing and expanding multi-stakeholder relationships (VP/C-suite and field level).
- Operational excellence with experience executing structured account plans and success frameworks.
- Strong analytical and business acumen—able to connect product metrics to customer ROI and strategic value.
- Exceptional communication and executive presence; comfortable presenting QBRs and influencing across functions.
- Highly organized, detail-oriented, and driven by accountability and measurable impact.
- Proficiency with CRM, and data visualization tools (Salesforce, Tableau, Gong, etc.).
- Willingness to travel up to 25% to meet with customers and internal teams.
Responsibilities
- Partnering with the AE to co-own a defined book of accounts, ensuring alignment on shared account plans, goals, and success metrics.
- Managing day-to-day customer relationships across operations, field, and executive stakeholders to ensure value realization and retention.
- Leading onboarding, implementation, and adoption efforts—ensuring customers achieve time-to-value efficiently and consistently.
- Conducting recurring business reviews and executive updates that tie Hover’s platform to measurable business outcomes.
- Translating strategic account plans into clear, actionable workstreams—tracking milestones, dependencies, and progress across teams.
- Driving cadence and accountability across each account, ensuring initiatives stay on track and aligned to customer and Hover priorities.
- Applying rigor and best practices (e.g., success planning, risk frameworks) to deliver precision and predictability.
- Acting as the connective tissue between the customer and internal teams (Product, Customer Success, Operations, Support).
- Proactively surfacing customer insights to inform roadmap prioritization and ensure alignment with business outcomes.
- Supporting the AE on renewals, expansions, and strategic initiatives—bringing operational depth and execution discipline to every deal cycle.
- Monitoring customer health through product usage data, business results, and executive engagement.
- Identifying and mitigating risks early, ensuring consistent renewals and minimizing churn.
- Quantifying value delivered and driving adoption expansion across trades, regions, and business lines.
Benefits
- Compensation - Competitive salary and meaningful equity in a fast-growing company
- Healthcare - Comprehensive medical, dental, and vision coverage for you and dependents
- Paid Time Off - Unlimited and flexible vacation policy
- Paid Family Leave - We support work/life balance and offer generous paid parental and new child bonding leave
- Mandatory Self-Care Days - A day set aside each month to allow employees to recharge
- Remote Wellbeing Resources - We provide recurring fitness classes, meditation/ mindfulness tools, virtual therapy, and family planning assistance
- Learning - We encourage continued education and will help cover the cost of management training, conferences, workshops, or certifications
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
