Job description
Join NovaCloud Technologies as a Customer Success Manager in Austin, TX and lead the post-sale journey for our growing SaaS client base. You will drive onboarding, adoption, and value realization, ensuring customers achieve measurable outcomes and renew with confidence.
We seek a client-focused, data-driven professional who thrives in a fast-paced environment and collaborates across Product, Sales, and Support to maximize customer success and expansion opportunities.
Responsibility
- Own the onboarding process and establish tailored success plans for new customers.
- Drive product adoption through proactive training, playbooks, and regular check-ins.
- Monitor usage, health scores, adoption metrics, and renewal risk; act to mitigate issues.
- Collaborate with Sales, Marketing, Product, and Support to resolve customer needs and identify upsell opportunities.
- Lead Quarterly Business Reviews to demonstrate value and ROI with clear outcomes.
- Create and maintain customer health dashboards and risk indicators for proactive management.
- Collect, prioritize, and relay customer feedback to Product and Engineering for continuous improvement.
- Foster long-term partnerships by understanding customer goals and aligning solutions to business objectives.
Qualification
- 3+ years in SaaS Customer Success or a related role (ACV mid-market to enterprise).
- Proven track record of reducing churn and driving account expansion.
- Excellent communication, presentation, and relationship-building skills.
- Experience with CS tools (Gainsight, Salesforce, Zendesk, Intercom) and data analysis.
- Bachelor's degree or equivalent experience; MBA a plus.
- Strong problem-solving mindset and ability to translate product value to business outcomes.
- Data-driven with the ability to manage multiple customer accounts concurrently.
- Remote-friendly with a willingness to travel occasionally to meet customers in Austin or at events.