Customer Success Manager

Job Description

Job Description

At Coviance, we're on a mission to simplify home equity lending for community banks and credit unions through innovative technology. Our Customer Success team plays a critical role in ensuring customers achieve measurable value from our platform while building long-term partnerships that drive growth and retention.

What You'll Do

As a Customer Success Manager, you'll serve as the strategic advisor and primary point of contact for an assigned portfolio of customers. You'll help customers maximize the value of Coviance's solutions by driving product adoption, supporting onboarding, strengthening relationships, and identifying opportunities for continued success.

Responsibilities

• Build trusted relationships with customers by serving as their primary relationship manager.
• Develop and execute customer success plans that define goals, success metrics, potential risks, and recommendations.
• Proactively engage customers through regular communication to monitor account health and ensure long-term success.
• Partner with customers to understand their business objectives and help them achieve measurable outcomes using Coviance's solutions.
• Manage customer onboarding to ensure a smooth, timely, and positive implementation experience.
• Stay current on Coviance products, enhancements, training resources, and service offerings to provide strategic guidance.
• Monitor customer usage and performance to identify trends, risks, and opportunities for increased adoption.
• Deliver customer education through training sessions, webinars, and other enablement resources.
• Collaborate closely with Sales, Implementation, Product, and other internal teams to deliver an exceptional customer experience.
• Share customer feedback and product enhancement ideas with Product and Engineering teams.
• Identify opportunities for additional products or services and partner with Sales to support customer growth.
• Drive customer satisfaction, retention, and product utilization across your portfolio.

What We're Looking For

• 3+ years of experience in Account Management, Relationship Management, or a similar role
• Excellent phone presence and interpersonal skills
• Superior written and verbal communication, presentation and interpersonal skills
• Ability to thrive in a fast paced and changing environment
• Experience with CRM Software
• Proficient in MS Office products (Excel, Word, MS PowerPoint)
• Preferred 2+ years of Home Equity Lending experience
• Preferred experience working with financial institutions

What Success Looks Like

In this role, you'll help customers achieve meaningful business outcomes while strengthening long-term partnerships with Coviance. You'll proactively identify opportunities, solve challenges before they become problems, and become a trusted advisor who helps customers maximize the value of our platform.

Why Coviance?

At Coviance, we're passionate about helping community financial institutions modernize the lending experience. We value collaboration, curiosity, accountability, and continuous improvement. If you're looking for an opportunity to make a real impact while working alongside a supportive and innovative team, we'd love to hear from you.