Customer Experience & Success Lead

Hover; New York (NY); Hybrid; USD 112,000 - 139,000; Full time

Benefits offered by this job

Competitive salary & equity

Comprehensive healthcare

Unlimited PTO

Paid family leave

Self-care days

Remote wellbeing resources

Management training & conference cost

Job summary

Hover is seeking a Customer Experience professional in New York to engage small business customers with demos, onboarding, and proactive outreach. You will own cross-functional projects, synthesize customer feedback, and guide product and operations with data-driven insights.

You will leverage AI tools to streamline workflows, maintain strong documentation, and help customers maximize value from Hover. This role requires 4–8 years in customer-facing work, exceptional communication, and the

Qualifications

• 4–8 years of customer-facing experience.
• Ability to design and lead projects end to end without a prescriptive playbook.
• Experience making proactive outbound calls to customers.
• Daily use of modern AI tools (Claude, ChatGPT) to streamline workflows.
• Strong ability to adapt conversations in real time and manage multiple priorities.
• Experience delivering product demos to explain nuanced features.
• Experience in a fast-moving company with frequent product launches.
• Excellent documentation and organizational skills.

Responsibilities

• Work with small business customers to help them thrive using the Hover platform, including demos and rollout planning.
• Lead internal projects to improve the customer experience.
• Become an expert on Hover's small business and self-serve personas.
• Run demos end to end and share tips for value.
• Synthesize customer feedback and guide improvements with Product.
• Use AI to streamline workflows, document, and improve outreach efficiency.

Skills

Customer-facing experience

Project leadership

Outbound calling

AI tools usage

Real-time communication

Product demos

Fast-paced environment

Multi-tasking

Documentation

CRM platforms

Team-first mindset

Home improvement familiarity

Tools

Intercom

Salesforce

Claude

ChatGPT

Job description

Hover is seeking a Customer Experience professional in New York to engage small business customers with demos, onboarding, and proactive outreach. You will own cross-functional projects, synthesize customer feedback, and guide product and operations with data-driven insights.

You will leverage AI tools to streamline workflows, maintain strong documentation, and help customers maximize value from Hover. This role requires 4–8 years in customer-facing work, exceptional communication, and the