Job description
NovaCloud Solutions is seeking a proactive Customer Success Manager to join our growing SaaS team in Austin. You will build strong relationships with customers, ensure successful onboarding, drive product adoption, and reduce churn. This role partners with Sales, Product, and Support to ensure customers achieve their desired outcomes.
As a Customer Success Manager, you will own the post-sale lifecycle, guiding customers through onboarding, adoption, and expansion opportunities. You will collaborate with cross-functional teams to advocate for customers and drive measurable value.
Responsibility
- Own customer onboarding and implementation planning, ensuring successful setup and first value delivery.
- Monitor product adoption metrics and health signals; create targeted playbooks to improve usage.
- Serve as the voice of the customer inside the company, championing product enhancements and process improvements.
- Build and maintain executive relationships with customer stakeholders; conduct quarterly business reviews.
- Coordinate cross-functional efforts with Sales, Support, Product, and Professional Services to ensure scope and expectations are met.
- Drive renewal opportunities and expansion with a proactive renewal strategy and upsell where appropriate.
- Provide customer training and enablement resources; create knowledge articles and best-practice guides.
- Identify at-risk accounts early and implement intervention plans to reduce churn.
Qualification
- 2+ years in Customer Success, Account Management, or a related SaaS role.
- Track record of reducing churn and driving expansion in mid-market to enterprise accounts.
- Excellent communication, presentation, and relationship-building skills.
- Strong analytical mindset with ability to interpret usage data and turn insights into actions.
- Experience with CRM and CS tools (e.g., Salesforce, Gainsight, Zendesk).
- Ability to collaborate cross-functionally and manage multiple priorities in a fast-paced environment.
- Customer-first mindset with a problem-solving approach.
- Bachelor's degree or equivalent work experience.