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Salary: USD 112,000 - 139,000 / annual
Hover is an AI-powered property intelligence platform that helps homeowners, contractors, and insurance professionals create 3D models and understand property details. The company is backed by Google Ventures and Menlo Ventures and trusted by major insurers like Travelers and State Farm.
You will join Hover's Customer Experience team as a Customer Experience Manager, focusing on the outbound motion—a newer, high-impact team driving proactive customer engagement. Your primary responsibility is to help customers maximize value from the Hover platform through direct, personalized outreach at key moments in their journey, from onboarding through retention.
Key responsibilities include:
- Proactively reach out to customers (especially small business and self-serve segments) to deliver product demos, strategize their internal rollout, and gather feedback to influence product roadmaps
- Become a subject matter expert on small business customer personas—primarily contractors and insurance adjusters—understanding their business needs and pain points
- Master the Hover product and platform, running end-to-end demos and knowing advanced features to help customers extract maximum value
- Actively listen to customer feedback, investigate issues internally, and advocate for improvements with Product and other teams
- Design and lead internal projects to improve customer experience, ranging from tool adjustments to research initiatives
- Leverage AI tools and automation (Claude, ChatGPT, etc.) to streamline workflows, improve documentation, and enhance outreach efficiency
- Exercise independent judgment in diagnosing customer needs, designing outreach strategies, and recommending internal changes without relying on prescribed playbooks
- Synthesize the voice of the customer for internal colleagues, joining cross-functional working groups to share perspective on how initiatives impact small business and self-serve segments
The role is dynamic; tactics, projects, and focus areas evolve monthly as the company learns and adapts. One month you may lead product demonstration sessions tailored to customer business contexts; another month you may conduct cold outbound calls to high-churn-risk customers to understand churn drivers and recommend tactical changes.
You will work in a fast-moving environment with frequent product launches and tooling changes. The team operates without cookie-cutter playbooks; you will design your own workflows, iterate based on results, and share learnings with the team.
Requirements:
- 4–8 years of experience in customer-facing roles, preferably with small businesses
- Proven ability to autonomously design and lead projects end-to-end without prescribed playbooks
- Comfort and experience with proactive phone outreach to customers who may not be expecting your call
- Daily usage and hands-on experience with modern AI tools (Claude, ChatGPT, etc.), including workflow automation
- Natural ability to navigate and adapt conversations in real time based on customer type, mood, and needs
- Experience delivering product demos or walkthroughs, making complex features feel simple and relevant
- Background at a dynamic, fast-moving company with frequent product launches and tooling changes; energized by constant learning
- Ability to manage multiple priorities and customer interactions simultaneously while staying composed and effective
- Strong organizational skills, attention to detail, and thorough documentation habits
- Daily fluency with modern customer service platforms (Intercom, Salesforce, or equivalent)
- Genuine commitment to prioritizing customer outcomes and team-first mentality
- Nice to have: familiarity with home improvement, restoration/remodeling contracting, insurance adjusting, or home building
