Cove

• Oversee and manage our Customer Success Managers (currently a team of 6) • Own the overall health and retention of Cove's post-launch client base, with a primary focus on maintaining NRR • Build and continuously refine the CS strategy, client segmentation model, and engagement playbooks that allow the team to scale without sacrificing quality • Serve as an Executive Sponsor for key clients, leading business reviews, engaging with senior leadership at owner and operator organizations, and building lasting relationships across the portfolio • Partner closely with the Account Management team to identify, surface, and support upsell and renewal opportunities within the existing client base • Collaborate with Product to ensure client feedback is captured, appropriately prioritized, and communicated back to clients with transparency and follow-through • Develop and implement a scaled customer success approach for Tier 4 clients, ensuring visibility into engagement risk and proactive outreach before churn occurs • Own KPIs related to retention, NRR, client health scores, and CS-qualified pipeline, and drive the team to consistently meet or exceed them • Develop and coach CSMs to grow professionally and take on increasing responsibility over time

• Own clients post-implementation: A mixture of clients based on size and ARR. • Execute on the project plan(s) defined during Implementation and make sure the client is properly supported during their continued use of cove. • Engage with key client stakeholders to ensure they are seeing the value of cove. • Utilize key client metrics to measure client success and proactively address areas to make the client more successful. • Ensure all stakeholders are satisfied with cove’s offerings. • Build relationships with the client to ensure a successful long-term relationship with cove. • Serve as a member of our growing Customer Success team, contributing to overall strategy and working cross functionally to align with business goals.

• Lead product areas end-to-end: setting strategy, driving discovery, and owning outcomes from launch through iteration. • Develop deep fluency with Cove's customer segments and become a trusted voice on their workflows, pain points, and priorities. • Drive sprint ceremonies and agile rituals with enough experience to adapt the process to what the team actually needs. • Rapidly prototype concepts using AI tools to validate bets before committing engineering resources. • Partner with sales, marketing, and customer success to shape positioning and close feedback loops. • Raise the bar on discovery rigor, documentation quality, and cross-functional collaboration.

• Be central to product ideas end-to-end from discovery through delivery. • Spend regular time with customers: join discovery calls, shadow property teams in the field, and synthesize feedback into clear problem statements. • Drive sprint ceremonies and agile rituals with enough experience to adapt the process to what the team actually needs. • Prototype rapidly using AI tools and low-code/no-code environments to test ideas before committing engineering resources. • Collaborate with go-to-market teams to support launches, sales enablement, and customer education.

• Help drive some of the biggest opportunities in our pipeline. • Work directly with the most influential players in real estate. • Build trusted relationships and deliver value at scale. • Represent Cove in high-impact sales cycles with global prospects.

• Lead the discovery, configuration, and documentation of third-party integrations (access control, accounting, wellness, productivity, and more). • Serve as the technical point of contact during client-facing integration. • Build repeatable processes, documentation, and technical checklists for internal and client use. • Stay current on Cove’s product updates and partner system changes to anticipate integration challenges. • Collaborate with Product Managers and Engineers to ensure smooth handoffs and technical alignment. • Reduce dependency on Product Managers for implementation-related technical support. • Contribute to the overall implementation strategy and help scale Cove’s integration capabilities.

• Report directly to the Manager of Sales Development • Engage in our prospecting and sales process • Learn how we go-to-market and operate within our CRM process • Generate opportunities that will help us meet our growth targets • Define and shape some of our processes.

• Own the planning, execution, and optimization of all Cove events—ABM dinners, VIP executive experiences, customer roundtables, trade shows, partner activations, and product-focused events. • Organize user-focused events, meetups, and onsite experiences that deepen platform engagement, showcase new capabilities, and create natural pathways for upsells across customer portfolios. • Build a structured playbook for turnout, engagement, and follow-through for each event type. • Develop event concepts that feel premium, personal, and tailored to top accounts. • Work closely with Sales to identify who should attend, why, and what success looks like. • Manage budgets, venues, vendors, catering, logistics, swag, and travel. • Partner with Sales leadership to ensure every event ties directly to pipeline goals. • Create meaningful experiences for existing customers—roundtables, open houses, portfolio visits—to drive expansion and retention. • Collaborate with Cushman & Wakefield and other major partners on co-hosted experiences.