Head of Customer Success Management

cove • Independence, KS

5d • $150,000 - $175,000

About The Position

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 across SaaS, commercial real estate, and client engagement to join us.

As the Head of Customer Success Management, you will be responsible for the performance of our CSM group and the overall health of our client base post-launch. Reporting to the VP of Customer Success, you will lead the strategic direction of our CSM function while staying close to the day-to-day needs of our clients, stepping into escalations, leading business reviews, and building relationships with senior stakeholders at our most important accounts. You will partner closely with our Account Management team to identify expansion opportunities and ensure the CSM group is an active contributor to revenue growth. This role sits at the intersection of client advocacy and business strategy, and is critical to Cove achieving its NRR and retention goals as we scale.

Requirements

• 6+ years of experience in a SaaS Customer Success role
• 2+ years of experience managing a Customer Success team
• Proven track record of owning NRR or retention metrics in a B2B SaaS environment
• Experience managing enterprise client relationships across multiple stakeholder personas
• Commercial acumen with demonstrated ability to identify expansion opportunities and partner with sales on upsell and renewal
• Experience building or improving CS processes, engagement playbooks, and tiered client models
• Able to thrive in a fast-paced, collaborative, startup environment
• Strong verbal and business writing skills

Nice To Haves

• You've worked in Customer Success at a B2B SaaS company, directly managing CSMs and owning the health and retention of a post-launch client base.
• Your previous companies had complex products with frequent updates, and you've balanced hands-on client engagement with the strategic work of building a CS function that scales.
• You have experience managing enterprise relationships across multiple stakeholder personas and a track record of driving measurable business outcomes, including NRR, retention, and expansion revenue.
• You understand that great customer success isn't just about keeping clients happy; it's about making them successful enough that they grow with you.
• You are a leader; you lift your team up and create an environment where CSMs can do their best work for clients
• You are both strategic and hands-on; you can zoom out to build the right playbook and zoom in when a client needs executive attention
• You are commercially minded; you see every client relationship as an opportunity to deepen the partnership and create mutual value
• You are data-driven; you use health scores, engagement signals, and business metrics to guide your decisions and coach your team
• You are a natural collaborator; you build strong relationships across Product, Sales, and Implementation to advocate for clients and drive alignment
• You know that retention is built over time, and you are proactive about identifying risk before it becomes churn

Responsibilities

• Oversee and manage our Customer Success Managers (currently a team of 6), providing coaching, direction, and support to help them deliver exceptional client outcomes
• Own the overall health and retention of Cove's post-launch client base, with a primary focus on maintaining NRR
• Build and continuously refine the CS strategy, client segmentation model, and engagement playbooks that allow the team to scale without sacrificing quality
• Serve as an Executive Sponsor for key clients, leading business reviews, engaging with senior leadership at owner and operator organizations, and building lasting relationships across the portfolio
• Partner closely with the Account Management team to identify, surface, and support upsell and renewal opportunities within the existing client base
• Collaborate with Product to ensure client feedback is captured, appropriately prioritized, and communicated back to clients with transparency and follow-through
• Develop and implement a scaled customer success approach for Tier 4 clients, ensuring visibility into engagement risk and proactive outreach before churn occurs
• Own KPIs related to retention, NRR, client health scores, and CS-qualified pipeline, and drive the team to consistently meet or exceed them
• Develop and coach CSMs to grow professionally and take on increasing responsibility over time

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed