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Requirements and responsibilities
About CoverbaseThe foundation of the modern global economy is built on a dense network of counterparty trust and risk. In the past 50 years, companies have evolved from relying on a couple of wholesalers and vendors, to utilizing 100+ SaaS vendors, contract partners, and cloud providers. Since each counterparty has their own idiosyncratic internal processes and risk profiles, businesses end up spending millions of dollars and countless man-hours conducting due diligence.Coverbase’s mission is to streamline this business-to-business assessment, reducing human toil, and allowing organizations to work together safely and reliably. We employ modern AI techniques to organize vast amounts of unstructured data and compare them against policies to identify key risks to the business.We serve customers across Fortune 500 companies in insurance, higher education, and finance — including five of the top 25 banks in the US. We’ve raised $20M from world-class investors, and our team of 20 have built important products at Google, Mapbox, and Waymo.Role ExpectationsWe’re expanding our customer team! As our first dedicated Customer Success Manager, you will build the backbone of Coverbase’s post-sales motion — shaping how we onboard customers, driving retention, and building processes that scale.This role is for a customer-obsessed operator who understands both relationship-driven strategic accounts and customer experience processes. You’ll be successful if you can prioritize in ambiguous environments and sift through customer feedback for the use cases that matter most.You’ll work directly with the founders to build structure and repeatability into our Customer Success engine. While your primary mandate is retention, renewals, and expansion, you’ll also support go-lives—ensuring customers see value early—and provide responsive, high-quality support that strengthens relationships over time.ResponsibilitiesOwn renewals and expansion across mid-market and enterprise customers, driving consistent retention and healthy account growth over time.Run structured QBRs and executive check-ins that deepen multi-threaded relationships, surface business goals, and align Coverbase’s roadmap to customer needs.Identify and qualify expansion opportunities through usage patterns, organizational changes, and evolving customer objectives.Support customer go-lives during the first 30–90 days, unblocking onboarding, accelerating early value realization, and reinforcing long-term account health.Create scalable onboarding materials, best-practice guides, and repeatable workflows that increase our go-live capacity and shorten time-to-value.Provide high-quality customer support, triaging issues with clarity, ownership, and calm communication while driving to fast resolution.Act as a bridge to product and engineering, bringing structured customer insights that improve activation, reduce friction, and strengthen our post-sales motion.Help define our Customer Success foundation from level 0 — processes, SLAs, documentation, and escalation paths — and shape the culture with your rigor and care.Represent Coverbase in customer meetings and strategic conversations (light travel as needed).Minimum Requirements3–6 years of SaaS Customer Success experience with a track record of retention and strong customer relationships.Process-oriented mindset: bring structure, planning, and accountability to the post sales lifecycle.Attention to detail: methodical in communication with customers and account strategy.Strong communication skills: clear, persuasive writing and speaking, especially with enterprise customers.Self-starter with a builder’s mentality: comfortable with ambiguity and excited to build systems from scratch.Collaborative, curious, and conscientious: care deeply about doing excellent work and being a reliable teammate.Coverbase Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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