Customer Success Manager

Hover is seeking a strategic and proactive Customer Success Manager (CSM) to partner with our Account Executives (AEs) in driving success across our largest contractor accounts.

You’ll be responsible for owning customer outcomes pre & post-sale: driving adoption, retention, and expansion within a defined portfolio of accounts. Working within a pod model, you’ll operate as the execution arm of the AE, ensuring every initiative—whether implementation, product adoption, or executive engagement—translates into measurable value and long-term account growth.

You’re disciplined, data-driven, and thrive on ownership. You excel at building structure, creating clarity across complex workstreams, and driving predictable results.

• Partnering with the AE to co-own a defined book of accounts, ensuring alignment on shared account plans, goals, and success metrics.
• Managing day-to-day customer relationships across operations, field, and executive stakeholders to ensure value realization and retention.
• Leading onboarding, implementation, and adoption efforts—ensuring customers achieve time-to-value efficiently and consistently.
• Conducting recurring business reviews and executive updates that tie Hover’s platform to measurable business outcomes.

• Translating strategic account plans into clear, actionable workstreams—tracking milestones, dependencies, and progress across teams.
• Driving cadence and accountability across each account, ensuring initiatives stay on track and aligned to customer and Hover priorities.
• Applying rigor and best practices (e.g., success planning, risk frameworks) to deliver precision and predictability.

• Acting as the connective tissue between the customer and internal teams (Product, Customer Success, Operations, Support).
• Proactively surfacing customer insights to inform roadmap prioritization and ensure alignment with business outcomes.
• Supporting the AE on renewals, expansions, and strategic initiatives—bringing operational depth and execution discipline to every deal cycle.

• Monitoring customer health through product usage data, business results, and executive engagement.
• Identifying and mitigating risks early, ensuring consistent renewals and minimizing churn.
• Quantifying value delivered and driving adoption expansion across trades, regions, and business lines.

• 5+ years in Customer Success, Account Management, or Strategic Program Management—preferably in enterprise SaaS, insurtech, or similarly complex environments, managing a book of 20+ customer accounts
• Experience driving adoption in a multi-product or transactional environment
• Proven experience managing and expanding multi-stakeholder relationships (VP/C-suite and field level).
• Operational excellence with experience executing structured account plans and success frameworks.
• Strong analytical and business acumen—able to connect product metrics to customer ROI and strategic value.
• Exceptional communication and executive presence; comfortable presenting QBRs and influencing across functions.
• Highly organized, detail-oriented, and driven by accountability and measurable impact.
• Proficiency with CRM, and data visualization tools (Salesforce, Tableau, Gong, etc.).
• Willingness to travel up to 25% to meet with customers and internal teams.

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 - $121,000 with an OTE of $130,000 - $161,000 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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