Director of Customer Success

Who We Are: cove.tool is at the forefront of sustainable building design, combining AI-powered consulting with advanced analytics to optimize efficiency and environmental impact for architecture, engineering, and construction customers. cove.tool helps design teams streamline project workflows while rapidly decarbonizing the building design process by automating energy, daylight, glare, cost, and more.

Who You Are: An ambitious, hands-on and results-driven Customer Success leader, who is excited to support and grow a customer base that represents the leading names in the AEC space (including 70 of the top 100 global architecture firms). You will hold a key leadership position within the organization and report directly to the CEO.

Key job responsibilities  

• Guide the vision and execution of customer growth and retention activities at cove.tool
• Reports directly to the CEO
• Drive customer expansion and retention
• Build relationships with cove.tool customers, starting with the onboarding process, and assisting them with any issues
• Identify and execute opportunities to increase revenue with existing customers.
• Work closely with product, marketing, sales, and finance teams to align on customer goals, share insights, and drive company-wide initiatives focused on customer success.
• 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 team
• Recruit and develop a high performing team
• Manage day-to-day activities, driving solutions and developing skills across team members
• Foster cross functional collaboration between teams across customer activities
• Serve as the primary escalation point to manage and resolve any critical situations for Customer growth and retention
• Develop systematic approach to optimization of customer renewal, retention, expansion, and value delivery.
• 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  

• Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred.
• 7+ years of experience in customer success, account management, or a related field within the technology industry, with at least 3 years in a leadership role.
• Demonstrated ability to drive revenue growth and customer retention.
• Strong analytical skills with the ability to translate data into actionable insights.
• 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