Customer Success Manager
$97,000–$120,000 year
On-siteNew York City, New York, United States or San Francisco, California, United States
Job Summary
Customer Success Manager at Hover to lead onboarding, adoption, and renewal-readiness for a scaled mid-market portfolio, collaborating with Renewal Managers, Solutions, Data, and Product to drive customer value. Responsibilities include leading onboarding and implementation coordination, enabling customers to leverage Hover’s product suite, driving product adoption across many accounts, and building repeatable approaches to accelerate value. You will prioritize accounts via health, usage, revenue opportunities, and support needs; identify risks early and take action to improve engagement and retention; partner cross-functionally on account strategy, onboarding, and reporting; and contribute to measurable outcomes like revenue attainment and expansion signals. The role requires strong communication, data-driven storytelling, and the ability to work with field-based or hard-to-reach customers, with experience using CRM and customer success tools and a background in customer success or related fields.
Required Qualifications
- 3+ years of Customer Success, Account Management, Implementation, or Client Success experience
- Experience managing customers through the full lifecycle from onboarding through renewal
- Experience supporting a large book of accounts and prioritizing where to spend time
- Strong onboarding, training, and customer enablement skills
- Strong written and verbal communication skills
- Comfort using data to understand customer health, tell a clear story, and recommend next steps
- Ability to identify adoption opportunities, risks, and expansion signals
- Strong follow-through, organization, and ownership
- Comfort working with customers who may be field-based, operationally focused, or difficult to reach during standard business hours
- Experience with CRM, reporting, or customer success tools
Desired Qualifications
- Scaled Customer Success experience.
- Experience in customer experience, construction, home services, field services, proptech, or related industries.
- Experience partnering with Renewals, Solutions, Data, Product, or Support teams.
- Experience preparing QBRs or customer performance reporting.
- Benefits
- Compensation - Competitive salary and meaningful equity in a fast-growing company
- Healthcare - Comprehensive medical, dental, and vision coverage for you and dependents
- Paid Time Off - Unlimited and flexible vacation policy
- Paid Family Leave - We support work/life balance and offer generous paid parental and new child bonding leave
- Mandatory Self-Care Days - A day set aside each month to allow employees to recharge
- Remote Wellbeing Resources - We provide recurring fitness classes, meditation/ mindfulness tools, virtual therapy, and family planning assistance
- Learning - We encourage continued education and will help cover the cost of management training, conferences, workshops, or certifications
- Hybrid roles at Hover
- Hover has Hubs in San Francisco and New York City, where we expect that all employees living within a 50-mile radius of our offices will come into their local Hover office at least three times a week to build rapport and foster organic connection. At this time, Hover is not considering fully remote…
- The US base salary range for this full-time position is $97,000 - $120,000 with an OTE of $130,000 - $160,000 annually. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the positi…
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