Cove

Customer Success Manager

• Oversee and manage our Customer Success Managers (currently a team of 6)
• 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

Head of Customer Success Management

• 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.

Technical Project Manager

• Lead the discovery, configuration, and documentation of third-party integrations (access control, accounting, wellness, productivity, and more).
• Serve as the technical point of contact during client-facing integration.
• Build repeatable processes, documentation, and technical checklists for internal and client use.
• Stay current on Cove’s product updates and partner system changes to anticipate integration challenges.
• Collaborate with Product Managers and Engineers to ensure smooth handoffs and technical alignment.
• Reduce dependency on Product Managers for implementation-related technical support.
• Contribute to the overall implementation strategy and help scale Cove’s integration capabilities.

Head of Customer Success Management

Customer Success Manager

Technical Implementation Manager