Director of Customer Success

About Covariance

Covariance is the most advanced audience engine ever built.  Our breakthrough AI customizes audiences for every brand and competitive set. 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 enterprise & mid-market retail, DTC, restaurants, transportation, 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

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.

Covariance is a fast-growing MIT spinout reimagining advertising. Covariance helps the F500 obtain drastically better outcomes through advanced AI and proprietary data. We are looking for motivated, detail-oriented team members that are excited about working on the frontier of AI products.

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.

Compensation & Benefits

• The salary range for this position is $150,000 - $200,000 base + bonus + equity compensation (options)
• Free health, vision, dental insurance
• 401k with match
• Unlimited PTO + 13 company holidays 
• Daily Grubhub lunch stipend
• Pre-tax commuter benefits