Director of Customer Success

Are you ready to fight climate change? We just raised a $30 million Series B from Coatue (early backer of Apple, Tesla, and Rivian) and actor Robert Downey Jr (aka Iron Man). Did you know buildings contribute to over 40% of the global carbon emissions? Our web-based SaaS toolset, helps design teams rapidly decarbonate the building design process by automating energy, daylight, glare, cost, and more with machine learning. Last year we offset enough carbon to save 171,000 lives and 5x more carbon than Tesla. Join our fast-growing team to help save the planet!

Director of Customer Success 
at cove.tool  

Atlanta, Georgia, United States 

Are you ready to fight climate change? We just raised a $30 million Series B from Coatue (early backer of Apple, Tesla, and Rivian) and actor Robert Downey Jr (aka Iron Man). Did you know buildings contribute to over 40% of the global carbon emissions? Our web-based SaaS toolset, helps design teams rapidly decarbonate the building design process by automating energy, daylight, glare, cost, and more with machine learning. Last year we offset enough carbon to save 171,000 lives and 5x more carbon than Tesla. Join our fast-growing team to help save the planet! 

Who You Are: An ambitious, hands on and results-driven customer success leader, who enjoys all customer growth activities as a direct report to the VP Customer Success.  

Who We Are: We're willing to rethink everything to get buildings to net-zero carbon. We think differently and holistically about architecture, engineering, and construction space. We use science, care about others, and speak the truth about climate action 

Key job responsibilities  

• Guide the vision and execution of Customer Success activities at cove.tool, focusing on Revenue Expansion, Customer Satisfaction and User Growth 
• Drive customer outcomes, product adoption and customer experience
  • Build relationships with cove.tool customers, starting with the onboarding process, and assisting them with any issues
  • Identify opportunities to increase revenue with existing customers.
  • Collaborate with Sales and Technical teams to provide the customer with amazing experience.
  • Develop tools, processes and best practices, and analyze customers’ activity to ensure customers are realizing the greatest possible value from cove.tool
• Build and lead a world-class Customer Success team
  • Recruit and develop a high performing team
  • Manage day-to-day activities, driving solutions and developing skills across team members
  • Foster collaboration between Customer Success and the Marketing, Sales, Software and Research teams across customer activities
  • Serve as the primary escalation point to manage and resolve any critical situations for Customer Success
• Schedule and lead meetings for existing Customers focused on renewal, retention, expansion and ongoing training.
• Become an expert in the resources available to our customers and educating them on the use and benefits of our product.
• Be a strong customer advocate while capturing and sharing customer feedback 

Qualifications  

• 5 years of experience owning and reporting on Revenue Expansion, Customer Satisfaction and User Growth KPIs 
• Experience managing and developing Customer Success teams 
• Bachelor's degree and 2 years of experience in a customer-facing role in a software environment, such as Customer Success, Customer Support or Account Management 
• Possess exceptional client management and communications skills 
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer base 
• Possess a strong leadership ability, with interpersonal skills that inspire and motivate teams 
• Outstanding task management and prioritization skills across a varied set of responsibilities 
• Confident, high energy, self-motivated and a true team player 
• Ability to build credibility and trust by understanding and addressing customer requirements. 
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity 
• Bonus points for:
  • Architecture/Engineering/Construction industry specific Experience
  • Experience with HubSpot 

What’s In It for You:

1. 100% Employer Paid Health insurance
2. Vision and Dental benefits
3. Employer-paid public transit pass and biking stipend
4. Competitive Pay
5. Work-Life Balance
6. Onsite Gym membership
7. Hybrid Work
8. Paid time off and holidays
9. Snacks, beer, team events

Cove.tool is proud to recruit and hire talented people from a wide variety of backgrounds and experiences. We do not discriminate on the basis of race, color, national origin, gender, religion, sex (including pregnancy, sexual orientation, gender identity or transgender status), age, or disability.