Customer Success Manager

Hover helps people design, improve, and protect the properties they love. With proprietary AI built on over a decade of real property data, Hover answers age-old questions like “What will it look like?” and “What will it cost?” Homeowners, contractors, and insurance professionals rely on Hover to get fully measured, accurate, and interactive 3D models of any property — all from a smartphone scan in minutes.

At Hover, we’re driven by curiosity, purpose, and a shared commitment to serving our customers, communities, and each other. We believe the best ideas come from diverse perspectives and are proud to cultivate an inclusive, high-performance culture that inspires growth, accountability, and excellence. Backed by leading investors like Google Ventures and Menlo Ventures, and trusted by industry leaders including Travelers, State Farm, and Nationwide — we’re redefining how people understand and interact with their spaces.

Hover is looking for a Customer Success Manager to help our mid-market customers adopt, engage with, and realize value from Hover’s product suite.

This is a scaled Customer Success role for someone who is energized by solving problems across a large book of accounts rather than working deeply with a small number of enterprise customers. You’ll own the customer lifecycle from onboarding through renewal readiness, helping customers get started quickly, adopt the right products, and uncover opportunities for deeper value over time.

You’ll work closely with Renewal Managers, Solutions, Data, and Product to support customer outcomes, identify expansion signals, and turn customer feedback into insights that help Hover continue building a better platform.

Driving Customer Onboarding and Adoption

• Lead onboarding for new customers, including training, implementation coordination, and integration setup.
• Help customers understand how to use Hover’s product suite to achieve their business goals.
• Drive product adoption across a large portfolio of mid-market accounts.
• Build repeatable approaches that help customers get to value quickly and consistently.

Managing a Scaled Book of Customers

• Prioritize a large book of accounts using customer health, usage, revenue opportunity, and support needs.
• Provide proactive lifecycle support while balancing inbound customer requests.
• Identify customer risks early and take action to improve engagement and retention.
• Meet customers where they are, including those who may be field-based, busy, or less structured in how they engage.

Partnering Cross-Functionally

• Partner with Renewal Managers on shared account strategy, adoption priorities, renewal readiness, and expansion opportunities.
• Collaborate with Solutions on onboarding and integration support.
• Work with Data to prepare account insights, reporting, and Q  materials.
• Share customer feedback and adoption trends with Product and internal teams.

Delivering Measurable Outcomes

• Drive revenue attainment, new logo commit attainment, and product adoption.
• Use customer data to tell clear stories about value, adoption, and opportunity.
• Identify expansion signals and bring the right internal partners into the conversation.
• Support QBRs and customer reporting that connect Hover’s platform to customer outcomes.

• 3+ years of Customer Success, Account Management, Implementation, or Client Success experience.
• Experience managing customers through the full lifecycle from onboarding through renewal.
• Experience supporting a large book of accounts and prioritizing where to spend time.
• Strong onboarding, training, and customer enablement skills.
• Strong written and verbal communication skills.
• Comfort using data to understand customer health, tell a clear story, and recommend next steps.
• Ability to identify adoption opportunities, risks, and expansion signals.
• Strong follow-through, organization, and ownership.
• Comfort working with customers who may be field-based, operationally focused, or difficult to reach during standard business hours.
• Experience with CRM, reporting, or customer success tools.

Nice to have

• Scaled Customer Success experience.
• Experience in customer experience,…