Customer Success Manager, Cove
$90-100k
All-in-one commercial property management software
Open for applications
All-in-one commercial property management software
21-100 employees
Open for applications
$90-100k
21-100 employees
Company mission
To create a great solution for real estate and property management, and to be great contributors to our community.
Role
Who you are
- You’ve worked in Customer Success at a B2B SaaS company directly supporting clients and leading complex client projects
- Your previous companies had complex products with features and enhancements being released on a frequent basis
- You may have previously served as a Customer Success Manager or Implementation Manager
- You directly managed onboarding projects for clients and ensured their initial steps in the client journey were positive and impactful
- You’ve worked with enterprise clients and have experience relating to multiple personas
- You have had exposure to integration projects as part of your previous role(s)
- You are a natural problem solver; taking on challenges directly and ensuring clients are happy in the end
- You are organized and data-driven; always aware of what’s next on your list and the main priorities for the day
- You enjoy learning new things and digging into the details on technology and software applications
- You are customer-centric in all of your activities and interactions
- You know that customer success is an important part of a business strategy and are ready to collaborate across teams to help us get to our goals
- 4+ years of experience in SaaS customer success
- Experience with complex SaaS products used by multiple personas
- Project management skills and past experience managing complex projects
- Experience building and maintaining relationships with client stakeholders
- Experience training stakeholders on a SaaS product
- Able to thrive in a collaborative, fast-paced environment
- Solution orientation and problems solving skills
- Strong verbal and business writing skills
- Experience using Excel/Google Sheets, Canva, Google Slides/PPT. Advanced skills in Google Sheets or Excel preferred
What the job involves
- As a Customer Success Manager, you will own clients post-implementation, ensuring that they are successful using cove’s products and achieving value from the solution(s)
- You will engage with clients as defined by cove’s Customer Success journeys and maintain strong working relationships with key client team members
- You will ultimately be responsible for the renewal and overall success of your clients
- You’ll join a growing customer success team with opportunities to develop processes and contribute to scalable success strategies
- Own clients post-implementation: A mixture of clients based on size and ARR
- Execute on the project plan(s) defined during Implementation and make sure the client is properly supported during their continued use of cove
- Engage with key client stakeholders to ensure they are seeing the value of cove
- Utilize key client metrics to measure client success and proactively address areas to make the client more successful
- Ensure all stakeholders are satisfied with cove’s offerings
- Build relationships with the client to ensure a successful long-term relationship with cove
- Serve as a member of our growing Customer Success team, contributing to overall strategy and working cross functionally to align with business goals
Our take
Despite digital innovation in most sectors, the way we interact with real estate and office spaces has been left relatively untouched. Whilst the concept of smart homes and offices does present an exception, this mostly concerns interacting with innovative hardware as opposed to the physical spaces that already exist within a property.
Cove builds technology and user experiences for real estate owners and business offices, aiming to augment them with cutting-edge technology. This includes space reservation software, guest check-ins, communication displays and room-viewing booking systems. The company also provides services such as catering, internet and workspace design.
Remote working has had a dramatic effect on the way people see their workplaces and living spaces, leading to many startups addressing convenience and technology in spaces. However, Cove has taken a unique approach to the matter, providing all-in-one innovation management and service packages to optimise the value it provides.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jul 2024
$6m
EARLY VC
Jun 2022
$10m
EARLY VC
Total funding: $24.4m
Company benefits
- Competitive Salary
- Flexible Work Environment
- Paid Parental Leave
- 401k Match
- Health, Dental and Disability/Life Insurance
- Career Growth and Development
Company HQ
Kalorama, Washington, DC
Leadership
Adam Segal
(Co-Founder & CEO)Prior to co-founding Cove in 2013, Adam graduated from Northwestern University's Kellogg School of Management with an MBA in 2009 and then from Harvard Kennedy School in 2012 with an MPA.
Jeremy Scott
(Co-Founder & CTO)Alongside serving as Cove's CTO, Jeremy is a Research Assistant at MIT. He graduated from Massachusetts Institute of Technology with a PhD in Computer Science & Multimodal Interaction.
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