Head of Customer Success Management

Cove

Head of Customer Success Management at Cove managing client success post-launch and team performance. Leading strategies for retention and business outcomes in the SaaS environment.

Posted 6/26/2026full-timeRemote • 🇺🇸 United StatesLead💰 $150,000 - $175,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Cove Website LinkedIn All Job Openings 11 - 50 employees Founded 2013 🏠 Real Estate ☁️ SaaS 🤝 B2B 💰 Private Equity Round - Cove on 2025-06 Real Estate
SaaS
B2B Cove is a company building software and in-person experiences that transform how people engage with physical real estate. Partnering with property owners and operators, Cove combines technology, design, and operations to create a platform that connects the digital and physical worlds, turning real estate into consumer-driven experiences and improving property management and tenant engagement. Founded in 2013, Cove offers tools and services aimed at enhancing space experiences and operational efficiency. Head of Customer Success Management Job not on LinkedIn 🔥 13 minutes ago 🇺🇸 United States – Remote 💵 $150k - $175k / year ⏰ Full Time 🔴 Lead 🏆 Customer Success 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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 🎯 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. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Regional Director, Customer Success 🔥 6 hours ago Neat 201 - 500 🔧 Hardware ⚡ Productivity 📡 Telecommunications Website LinkedIn All Job Openings Regional Director of Customer Success leading a team of CSMs to enhance customer experiences at Neat. Focused on enterprise customer success management for high-value accounts. 🇺🇸 United States – Remote 💵 $150k - $185k / year ⏰ Full Time 🔴 Lead 🏆 Customer Success 🦅 H1B Visa Sponsor Director of Customer Success, Growth 🔥 16 hours ago Amperon 51 - 200 ⚡ Energy 🤖 Artificial Intelligence ☁️ SaaS Website LinkedIn All Job Openings Director of Customer Success and Growth at Amperon improving customer relationships and retention. Leading the customer success team and modernizing processes with AI integration. 🇺🇸 United States – Remote 💰 $7M Series A on 2022-05 ⏰ Full Time 🔴 Lead 🏆 Customer Success Director, Client Success 🔥 21 hours ago Fetch 📦 201 - 500 🏠 Real Estate 🤝 B2B 👥 B2C Website LinkedIn All Job Openings Director of Client Success leading a team to manage key client relationships in the multifamily sector. Focus on coaching, process improvement, and retention strategies at Fetch. 🇺🇸 United States – Remote 💵 $140k - $160k / year ⏰ Full Time 🔴 Lead 🏆 Customer Success Customer Success Manager – Enterprise 🔥 21 hours ago Vanta 201 - 500 📋 Compliance 🔐 Security ☁️ SaaS Website LinkedIn All Job Openings Customer Success Manager for Enterprise clients at Vanta guiding them through security and compliance journeys while partnering with Account Managers for renewals and expansions. 🇺🇸 United States – Remote 💵 $179k - $210k / year 💰 $40M Series B on 2022-10 ⏰ Full Time 🟠 Senior 🔴 Lead 🏆 Customer Success 🦅 H1B Visa Sponsor Director of Customer Success 🔥 21 hours ago Instacart 1001 - 5000 🛍️ eCommerce 🚗 Transport 🛒 Retail Website LinkedIn All Job Openings Director of Customer Success leading Enterprise Solutions team at Instacart. Managing post-live growth, retention, and expansion in enterprise software across multiple accounts. 🇺🇸 United States – Remote 💵 $192k - $243k / year 💰 $232M Venture Round on 2021-11 ⏰ Full Time 🔴 Lead 🏆 Customer Success 🦅 H1B Visa Sponsor View More Customer Success Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

Customer Success ManagementClient SegmentationEngagement PlaybooksKPI ManagementRetention MetricsNRR (Net Revenue Retention)B2B SaaSCS ProcessesEnterprise Client ManagementUpsell Strategies

Soft Skills

LeadershipRelationship BuildingCollaborationCommunicationCoachingCommercial AcumenProblem SolvingAdaptabilityStrategic ThinkingBusiness Writing