Customer Success Manager

Driving Customer Onboarding and Adoption

• Lead onboarding for new customers, including training, implementation coordination, and integration setup.
• Help customers understand how to use Hover’s product suite to achieve their business goals.
• Drive product adoption across a large portfolio of mid-market accounts.
• Build repeatable approaches that help customers get to value quickly and consistently.

Managing a Scaled Book of Customers

• Prioritize a large book of accounts using customer health, usage, revenue opportunity, and support needs.
• Provide proactive lifecycle support while balancing inbound customer requests.
• Identify customer risks early and take action to improve engagement and retention.
• Meet customers where they are, including those who may be field-based, busy, or less structured in how they engage.

Partnering Cross-Functionally

• Partner with Renewal Managers on shared account strategy, adoption priorities, renewal readiness, and expansion opportunities.
• Collaborate with Solutions on onboarding and integration support.
• Work with Data to prepare account insights, reporting, and QBR materials.
• Share customer feedback and adoption trends with Product and internal teams.

Delivering Measurable Outcomes

• Drive revenue attainment, new logo commit attainment, and product adoption.
• Use customer data to tell clear stories about value, adoption, and opportunity.
• Identify expansion signals and bring the right internal partners into the conversation.
• Support QBRs and customer reporting that connect Hover’s platform to customer outcomes.

Your background includes

• 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.

Nice to have

• 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