Director of Customer Success

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
• Based on MIT research in specialized AI/ML for third-party data
• Team of 35 headquartered in NYC
• Winner of Harvard Business School Innovation Prize & named a Top 25 MIT startup to watch

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.

• →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.

• 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.

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