Customer Success Manager

Customer Success Manager

Hover is looking for a Customer Success Manager to help our mid-market customers adopt, engage with, and realize value from Hover's product suite.

This is a scaled Customer Success role for someone who is energized by solving problems across a large book of accounts rather than working deeply with a small number of enterprise customers. You'll own the customer lifecycle from onboarding through renewal readiness, helping customers get started quickly, adopt the right products, and uncover opportunities for deeper value over time.

You'll work closely with Renewal Managers, Solutions, Data, and Product to support customer outcomes, identify expansion signals, and turn customer feedback into insights that help Hover continue building a better platform.

You will contribute by

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

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 roles.

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 position across all applicable US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.