Job description
NovaPeak Software is a fast-growing SaaS company delivering intelligent analytics solutions to mid-market and enterprise teams. Our culture blends strategic thinking with hands-on execution, and we value curiosity, collaboration, and customer obsession.
We are seeking a results-driven Customer Success Manager to join our Seattle-based team. You will partner with customers to accelerate value, reduce time-to-value, and unlock expansion opportunities while ensuring renewals and long-term satisfaction.
Responsibility
- Lead onboarding and adoption for new customers, ensuring value realization and time-to-value.
- Build trusted advisory relationships with key stakeholders, map success plans, and define measurable outcomes.
- Collaborate with Sales, Product, and Support to align customer goals with product capabilities and roadmaps.
- Monitor health metrics and usage data, identify at-risk accounts, and execute renewal risk mitigation plans.
- Conduct quarterly business reviews, share insights, and drive adoption and expansion opportunities.
- Deliver customer training, best practices, and enablement materials to accelerate success.
- Represent the voice of the customer to Product and Engineering to influence product decisions.
Qualification
- 3+ years in customer success, account management, or a related role in a SaaS environment.
- Proven track record of reducing churn and increasing upsell/expansion revenue.
- Excellent communication, presentation, and negotiation skills with a customer-centric mindset.
- Experience with CRM systems (Salesforce, HubSpot) and CS tooling (Intercom, Gainsight, or similar).
- Strong analytical abilities with the ability to translate data into actionable plans.
- Bachelor's degree in business, technology, or a related field; advanced degree a plus.
- Collaborative, cross-functional team player with the ability to thrive in a fast-paced environment.