# Customer Success Manager

**Company:** [Hover](https://hotfix.jobs/companies/hover)
**Location:** San Francisco, CA, New York, NY
**Role:** Customer Success
**Salary:** $130k – $160k/yr
**Experience:** 3+ years
**Skills:** CRM, Customer Success, Account Management, Onboarding, Training, Customer Enablement, Data Analysis, Qbr Preparation, Reporting Tools, Cross-Functional Collaboration
**Posted:** 2026-06-24

> Own the customer lifecycle for a large book of mid-market accounts, driving onboarding, adoption, retention, and expansion. Partner cross-functionally to deliver outcomes and prepare QBRs.

## Job Description

## 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

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