Director of Customer Success

Covariance.ai•New York, NY

3d•$150,000 - $200,000•Hybrid

About The Position

Covariance is hiring a Director of Customer Success to serve as a trusted advisor to major brands after they sign. The role partners with CMOs and VPs of Marketing, Media, Loyalty, and Analytics to help customers use Covariance’s AI-powered competitive and audience intelligence platform to address growth priorities. The Director helps customers realize value, expand their use of the platform, and renew. This role is part of a fast-growing MIT spinout working on AI products and proprietary data. It is hybrid, with employees able to work remotely or from the Manhattan office at their discretion.

Requirements

8+ years of experience in customer success, account management, or customer analytics at a data, analytics, or adtech/martech company, growing and renewing enterprise accounts.
Experience working with retailers, restaurants, or other consumer brands with physical stores, and understanding of how their marketing, loyalty, and finance teams make decisions.
Hands-on data fluency, including the ability to run complex analyses and communicate clear stories from data.
Executive presence and ability to be a trusted partner to CMOs and VPs, turning analysis into actionable recommendations.
Knowledge of how audiences, identity, ad platforms, and measurement fit together.
Regular use of AI tools to analyze, draft, and prepare for customer work.

Responsibilities

Define customer success plans that cover customer goals, value metrics, and paths to renewal and expansion.
Lead regular business reviews with customer executives to demonstrate value and set priorities.
Build relationships across customer marketing, analytics, and leadership teams as the trusted customer partner.
Set success criteria at signature and lead trial readouts to convert trials into subscriptions.
Use the platform hands-on to answer customer questions, identify new applications of Covariance data, and develop case studies from customer wins.
Own renewals for assigned accounts, grow adoption, and identify expansion opportunities.
Share customer feedback with Product to help shape the roadmap.
Build the business review cadence, scorecards, and renewal process as the company scales.