Job description
Join NovaCloud Software, a fast-growing SaaS company delivering data-driven customer success solutions that empower teams to unlock maximum value from their software investments.
We are seeking a Customer Success Manager to manage a portfolio of mid-market customers, drive adoption, and ensure renewals. You will partner cross-functionally with Product, Sales, and Support to deliver an exceptional customer experience.
In this role you will build trust, craft personalized success plans, and be the voice of the customer inside the company to help shape product strategy and roadmaps.
Responsibility
- Own the success lifecycle for a portfolio of mid-market customers, ensuring value realization and long-term retention.
- Lead proactive onboarding and adoption programs to accelerate time to value and product utilization.
- Monitor health signals, usage metrics, and risk indicators; execute targeted interventions to mitigate churn.
- Conduct quarterly business reviews to articulate ROI, outcomes, and expansion opportunities.
- Collaborate with Product, Sales, and Support teams to address customer needs and unblock adoption barriers.
- Drive renewals and identify upsell opportunities aligned with customer goals.
- Advocate for customers by collecting feedback and communicating product requests to the roadmap.
Qualification
- 2+ years in Customer Success, Account Management, or a similar role within SaaS.
- Proven ability to manage a portfolio of customers and influence adoption and renewal outcomes.
- Strong written and verbal communication, presentation, and storytelling skills.
- Experience with onboarding programs, success plans, and health metrics such as NPS, CSAT, and ARR retention.
- Data-driven mindset with proficiency in CRM and customer success tools (for example Salesforce, Gainsight, Zendesk).
- Bachelor's degree or equivalent professional experience; willingness to travel as needed.
- Collaborative, cross-functional mindset and a customer-first attitude.
- Ability to explain complex product value to both technical and non-technical stakeholders.