Job description
Join NovaCloud Solutions as a Customer Success Manager in Austin, TX. You will partner with customers to ensure successful onboarding, adoption, and value realization from our SaaS platform.
\nWe deliver a premium customer experience, balancing strategic guidance with hands-on enablement. This role focuses on driving usage, renewing subscriptions, and expanding value for mid-market and enterprise customers.
\nIn this position, you will collaborate with Sales, Product, and Support to ensure customer health and long-term success.
Responsibility
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- Own the end-to-end customer journey from onboarding to renewal, ensuring successful adoption and measurable value realization. \n
- Serve as a trusted advisor to executives and users, delivering quarterly business reviews and strategic success plans. \n
- Partner with Sales, Product, and Support to resolve issues, gather feedback, and drive feature adoption. \n
- Monitor health signals, usage metrics, and churn risk; implement proactive retention and expansion strategies. \n
- Lead onboarding programs, create training materials, and drive time-to-value milestones. \n
- Develop scalable customer success playbooks, templates, and best practices for cross-functional teams. \n
- Identify upsell and cross-sell opportunities and coordinate with account teams to maximize ARR. \n
Qualification
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- Bachelor’s degree in Business, Communications, or related field (or equivalent experience). \n
- 3+ years in Customer Success, Account Management, or enablement within SaaS. \n
- Proven track record of driving adoption, retention, and expansion with data-driven insights. \n
- Excellent communication, presentation, and executive-level relationship-building skills. \n
- Experience with CRM tools (Salesforce, HubSpot) and CS analytics platforms. \n
- Strong problem-solving mindset and ability to work cross-functionally across product, sales, and support. \n
- Customer-first mindset with a passion for helping teams succeed. \n