At Coviance, we’re transforming how lenders and borrowers connect through technology — and we’re looking for a Senior Customer Success Manager, Team Lead to help guide that journey.
This role is for someone who loves building relationships, driving customer value, and helping others grow. You’ll serve as a trusted advisor to our customers, ensuring they achieve their goals through our software solutions — all while supporting revenue growth and leading by example within our CSM team.
What You’ll Do
- Build and maintain strong, proactive relationships with customers, helping them realize measurable value and success with Coviance.
- Lead by example — implementing and maintaining standard practices for the Customer Success team’s day-to-day work.
- Serve as the dedicated CSM for a portfolio of 50–100 customers through all phases of the journey — from onboarding to long-term engagement.
- Create success plans that define customer goals, success metrics, and recommended strategies.
- Partner cross-functionally with Sales, Product, Implementation, and other internal teams to ensure seamless customer transitions and experiences.
- Monitor account health, identify trends or risks, and proactively act to improve retention and satisfaction.
- Deliver webinars, training, and educational sessions to help customers fully leverage Coviance’s solutions.
- Share customer feedback and insights to help influence product roadmap and service improvements.
- Identify opportunities for additional value and service expansion.
What You Bring
- Superior written, verbal, and presentation skills — you’re a natural communicator and relationship builder.
- Strong organizational and problem-solving abilities with a passion for helping customers succeed.
- Comfort in a fast-paced, evolving environment with multiple priorities.
- Proficiency with MS Office (Excel, Word, PowerPoint) and CRM tools.
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Preferred:
- 3+ years of supervisory experience leading a team of 3+ CSMs.
- Customer Success experience in a software or SaaS environment.
Why You’ll Love It Here
- A people-first culture built on collaboration and innovation.
- Opportunities to make a tangible impact — on both our customers and our growing CSM team.
- Room to grow your career in a supportive, forward-thinking environment.
