Key skills
Customer Success ManagementNet Revenue Retention (NRR)B2B SaaSEnterprise Client Relationship ManagementCustomer Success StrategyClient SegmentationEngagement PlaybooksUpsell and Renewal ManagementCustomer Health ScoringCoaching and Team LeadershipBusiness Review FacilitationData-driven Decision MakingSaaSLeadershipCustomer SuccessAccount ManagementSales
About this role
Cove is a leading provider of software solutions to owners and operators across all asset classes of commercial real estate. As the Head of Customer Success Management, you will be responsible for leading the strategic direction of the CSM function while ensuring the overall health and retention of the client base post-launch.
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
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