Job description
Join NovaCloud Solutions, a fast-growing SaaS company helping organizations optimize customer journeys through our analytics-driven platform. We are seeking a results-oriented Customer Success Manager to guide onboarding, adoption, and long-term value realization for our mid-market and enterprise clients.
As a key member of the Customer Success team, you will partner with customers to drive outcome-driven programs, ensure successful implementation, and maximize product adoption while fostering long-lasting relationships. This role offers a high-visibility path to leadership as you scale our customer outcomes program.
What you'll love about this role: impact, growth, and collaboration—and the opportunity to influence product direction with customer insights.
Responsibility
- Own the end-to-end customer lifecycle for a defined portfolio, including onboarding, adoption, escalation management, expansion, and renewal.
- Partner with Sales, Product, and Support to ensure customer goals are met and value is realized from the first 90 days onward.
- Develop and execute onboarding plans, success plans, and health programs to drive time-to-value and product adoption.
- Monitor health metrics, usage data, and renewal risk; proactively engage with customers to mitigate churn and identify expansion opportunities.
- Lead quarterly business reviews (QBRs) with customers, presenting value delivered, ROI, and roadmap alignment.
- Advocate for customers internally, translating feedback into product improvements and best-practice resources.
- Coach and enable Customer Success Associates; contribute to scalable processes, playbooks, and documentation.
- Collaborate on cross-functional initiatives to improve onboarding experience and customer outcomes across the lifecycle.
Qualification
- 3+ years of customer success, account management, or post-sales experience in a SaaS environment.
- Proven track record driving onboarding, adoption, and renewals with mid-market or enterprise customers.
- Strong communication, presentation, and relationship-building skills; comfortable presenting to executives.
- Analytical mindset with the ability to interpret usage data, health signals, and ROI metrics to guide actions.
- Experience with CRM and customer success platforms (e.g., Gainsight, Salesforce) and basic SQL for data extraction is a plus.
- Customer-focused, proactive, and collaborative; comfortable working in a fast-paced, cross-functional team.
- Ability to manage multiple accounts and priorities with strong time-management and project-management skills.
- Bachelor's degree in business, tech, or related field; advanced certifications in customer success are a plus.