Customer Success Manager
Hover.to - New York, NY
posted about 13 hours ago
About the position
Hover is seeking a Mid-Market Customer Success Manager to join an expanding team based in San Francisco. The Customer Success team at Hover plays a pivotal role with our Insurance and Construction Partners. In this role, you will be working directly with our customers and prospects by providing an exceptional experience in delivering platform product knowledge, best practices to our users, and helping to optimize customers' performance and efficiency gains through use of Hover. The team is responsible for customer onboarding, product utilization, and advising on new features and functionality. We are part advocate, part detective, and use data driven recommendations to ensure customers are getting value from our platform. We serve as the trusted point of contact for our partnerships.
Responsibilities
- Build and maintain strong relationships with a designated group of enterprise partners by understanding their objectives and acting as their trusted, strategic advisor for all things Hover
- Develop and execute customer onboarding plans to help customers navigate change management
- Determine key stakeholders within each partner with whom Hover can drive significant business growth, help them realize the full potential of Hover, and identify opportunities to expand our partnerships
- Plan and participate in strategic onsites with construction partners in order to maintain high levels of engagement across a broad group of internal and external stakeholders and to properly align on strategy
- Drive cross-functional projects within Hover, identifying new ways our platform can enable our partners to differentiate in the market
- Identify account growth and upsell opportunities for our sales team
Requirements
- 2+ years of experience in customer-facing, B2B role with a background in Customer Success, Customer Relations, Customer Onboarding, or Consulting
- Strong analytical, critical thinking and problem-solving skills
- Compelling communication and presentation skills
- You are a team player with a high level of integrity and the desire to assist your team
- You're resourceful - you might not have all the answers, but you know how to find them
- Experience in project planning and management of cross-functional projects with a high attention to detail
- Superior interpersonal/customer relations skills; clear and concise verbal and written communicator; effective in person and by phone
- Ability and willingness to travel
Nice-to-haves
- Knowledge of Salesforce and Tableau preferred
Benefits
- Competitive salary and meaningful equity in a fast-growing company
- Comprehensive medical, dental, and vision coverage for you and dependents
- Unlimited and flexible vacation policy
- Generous paid parental and new child bonding leave
- Mandatory Self-Care Days - A day set aside each month to allow employees to recharge
- Recurring fitness classes, meditation/mindfulness tools, virtual therapy, and family planning assistance
- Encouragement for continued education and coverage for management training, conferences, workshops, or certifications
