Senior Customer Success Manager

Hover is making the homeowner journey easy, transparent and fun. Starting with the home improvement industry,  we’re answering age-old questions like, “What is it going to look like?” and “What is it going to cost?”, by helping homeowners and pros visualize what’s possible with Artificial Intelligence (AI) and interactive 3D property models. Homeowners, contractors, and insurance professionals all use Hover to get fully measured, accurate, and interactive models of any property—in a matter of minutes, and with just a few snaps of a smartphone camera.

Join a team that is rooted in challenging the status quo, persistence, and dedicated to serving our employees, customers, and communities. With key investors, including Google Ventures and Menlo Ventures and leading insurance carriers such as Travelers, State Farm, and Nationwide, Hover is committed to changing the world, one home at a time. At Hover, we believe there is strength in diversity and are fostering an inclusive and diverse culture by hiring qualified, talented people from a wide variety of backgrounds.

Why Hover wants you

Hover is seeking a Senior Customer Success Manager to join an expanding team based in San Francisco. The Customer Success team at Hover plays a pivotal role with our Construction Partners. In this role, you will be working directly with our mid-market 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.

You will contribute by

• Build and maintain strong relationships with a designated group of strategic 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 out partners to differentiate in the market
• Identify account growth and upsell opportunities for our sales team

Your background includes

• 5+ 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
• Knowledge of Salesforce and Tableau preferred

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. This role will be located in our San Francisco Hub. 

The US base salary range for this full-time position is $134,000-$153,000 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.

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