About Cove
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 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.
About You
You have a solutions-first mentality and are ready to jump in with a variety of stakeholders to help solve challenges and improve processes. You are energized by working with people and enjoy building relationships across many different personas. The ideal candidate will bring a passion for technology, a strategic mindset, and a proven track record of managing and scaling high-performing Customer Success teams.
Things about you:

• You have experience leading a 5+ person CS team with complex B2B software. Ability to coach and develop team members in understanding customer needs and delivering solutions.
• You are a natural problem solver; taking on challenges directly and ensuring clients are happy in the end.
• You know that customer success is a key part of a business strategy and are ready to collaborate across teams to help reach our goals.
• You get excited to own client relationships and jump in where needed.
• B2B Saas experience is required.
• Start-up experience is strongly preferred

About The Role
The Director of Customer Success is a key leadership role responsible for overseeing a team focused on customer onboarding, product adoption, and client satisfaction. You'll work closely with Cove's executive leadership team to develop and implement a scalable CS strategy that can manage the needs of various clients. You will be responsible for developing strategic plans that ensure our clients have an ideal experience to maintain a high level of satisfaction. You will work collaboratively with other departments, sharing client feedback with the Product and Sales teams.
Responsibilities

• Provide leadership and guidance to ensure the team meets and exceeds client satisfaction.
• Develop and implement KPI strategies to track customer engagement, adoption, and retention.
• Segment clients into success strategies and plans
• Update monthly client engagement and QBR structure and ensure ties to team's KPIs/client success
• Improve and build processes / workflows for onboarding, training and driving client engagement and product adoption.
• Create and provide customer health dashboard alongside strategic insights to the executive team.
• Partner with key stakeholders and cross-functional teams to align on Customer Success initiatives and strategies and how they work alongside the company's KPI's.
• Be the voice of our client by sharing feedback with our product team and providing your perspective on the product roadmap (new features and enhancements).

Qualifications

• 5+ years of progressive experience in customer success within the B2B SaaS industry, demonstrating a track record of leadership and impact. REQUIRED
• Experience with complex SaaS products used by multiple personas REQUIRED.
• Experience directly & indirectly managing high-performing and cross-functional teams REQUIRED
• Relevant industry experience in real estate technology preferred.
• Able to thrive in a collaborative, fast-paced environment
• Solution orientation and problems solving skills
• Strong verbal and business writing skills
• Experience in a startup environment is strongly preferred.
• Experience using Excel/Google Sheets, Canva, Google Slides/PPT.

THIS ROLE IS US BASED. All Employees must reside in the United States.
Salary Range: $140,000 - $175,000 (DOE).