Director of Customer Success

Covariance.ai; New York (NY); Hybrid; USD 150,000 - 200,000; Full time

Benefits offered by this job

401k with match

Unlimited PTO + 13 holidays

Daily Grubhub lunch stipend

Job summary

Covariance.ai is hiring a Director of Customer Success to act as a trusted advisor to the world’s largest brands. You’ll partner with CMOs and VPs across marketing, analytics, and leadership to drive value from our AI-powered competitive and audience intelligence platform, ensuring renewal and expansion.

You will lead success plans, business reviews, and platform advocacy while growing adoption and guiding customers through trials to subscriptions.

Qualifications

• 8+ years in customer success, account management, or customer analytics at data/analytics/adtech/martech.
• Experience with retailers or consumer brands with physical stores and their decision processes.
• Hands-on with data and ability to tell clear stories from analyses.
• Executive presence and trusted partner to CMOs/VPs.
• Experience with adtech, martech, audiences, identity, measurement.
• Proficient with AI tools for analysis, drafting, and prep.

Responsibilities

• Define success plans with each customer, including goals, metrics, renewal path.
• Lead business reviews with customer executives to show value and set priorities.
• Serve as trusted advisor across marketing, analytics, and leadership teams.
• Set success criteria at trial/signature and drive to subscription.
• Be platform expert to answer questions and generate case studies.
• Own renewal and seek opportunities to expand adoption and revenue.
• Provide Voice of the Customer to Product to influence roadmaps.
• Develop the playbook for business reviews, scorecards, and renewals.

Skills

Executive presence

Data fluency

Relationship building

Strategic thinking

Communication

AI tools usage

Tools

Analytics tools

Job description

Covariance is a fast-growing MIT spinout reimagining advertising. We help the F500 obtain drastically better outcomes through advanced AI and proprietary data. Unlike traditional platforms that focus on existing customers, we give marketers a complete view of the entire market: competitors’ customers, your customers, and everyone else shopping in your space. Identify audiences you can win, activate them across channels, and measure lift – all powered by the Covariance Platform. Covariance turns population-scale data into real results.

• We built the largest panel of anonymized, third-party consumer behavior data in the United States
• We serve F500 & mid-market retail, restaurants, grocery, DTC, subscription, and more
• Winner of Harvard Business School Innovation Prize & named a Top 25 MIT startup to watch

Role

Covariance is hiring a Director of Customer Success to be a trusted advisor to the world's largest brands after they sign. You'll partner with CMOs and VPs of Marketing, Media, Loyalty, and Analytics to put our AI-powered competitive & audience intelligence platform to work on their biggest growth questions. You'll help every customer see the value, grow with us, and renew.

Responsibilities

• Success plans: define success with each customer, covering their goals, the metrics that prove value, and the path to renewal and expansion.
• Business reviews: lead regular reviews with customer executives that show the value they're getting and set the next priorities.
• Trusted advisor: be each customer's go-to partner, building relationships across their marketing, analytics, and leadership teams.
• Trials: set success criteria at signature and lead the readout that turns trials into subscriptions.
• Platform expert: use the platform yourself to answer customer questions, find new ways to apply our data to their business, and turn wins into case studies.
• Growth and renewals: own renewal for your accounts, grow adoption, and spot opportunities to expand.
• Voice of the customer: bring what you hear from customers to Product to help shape the roadmap.
• Playbook: build the business review cadence, scorecards, and renewal process as we scale.

Qualifications

• Experience: 8+ years in customer success, account management, or customer analytics at a data, analytics, or adtech/martech company, growing and renewing enterprise accounts.
• Industry: you've worked with retailers, restaurants, or other consumer brands with physical stores, and you know how their marketing, loyalty, and finance teams make decisions.
• Data fluency: you're hands-on with data, run complex analyses yourself, and tell clear stories from data.
• Executive presence: you're a trusted partner to CMOs and VPs, and you turn analysis into recommendations they act on.
• Adtech and martech: you know how audiences, identity, ad platforms, and measurement fit together.
• AI tools: you use AI every day to analyze, draft, and prepare, so you can do more for every customer.

Location

Hybrid in-office/remote role. Employees can work remotely or in the Manhattan office at their discretion.

• The salary range for this position is $150,000 - $200,000 base + bonus + equity compensation (options)
• 401k with match
• Unlimited PTO + 13 company holidays
• Daily Grubhub lunch stipend