Job description
NovaCloud Solutions is a fast-growing SaaS company dedicated to helping teams unlock value from their data. We are seeking a proactive Customer Success Manager in Austin to join our expanding Customer Success team. This role is ideal for someone who thrives in a collaborative, fast-paced environment and is passionate about driving customer outcomes through strategic, data-driven approaches.
As a Customer Success Manager, you will serve as the trusted advisor for a portfolio of mid-market customers, guiding onboarding, product adoption, and renewal efforts while ensuring customers realize measurable value from our platform.
What you will do is help customers achieve their goals, partner across teams, and turn product usage into tangible ROI. You will be empowered to own your accounts, influence product direction with customer insights, and grow with a company that believes in recognizing and rewarding impact.
Responsibility
- Onboard new customers, deliver tailored training, and ensure a smooth time-to-value.
- Monitor product usage and health metrics; identify at-risk accounts and implement remediation plans.
- Partner with customers to develop and execute Success Plans with defined milestones and measurable outcomes.
- Conduct regular business reviews with executives and stakeholders to demonstrate ROI and value realization.
- Drive product adoption and expansion opportunities, coordinating with Sales for renewals and upsells.
- Collaborate cross-functionally with Product, Support, Sales, and Marketing to resolve issues and advocate for customers.
- Collect, synthesize, and share customer feedback to influence the product roadmap and improve the customer experience.
- Represent the voice of the customer in internal discussions and contribute to CS process improvements.
Qualification
- Bachelor's degree or equivalent professional experience in a relevant field.
- 2+ years in Customer Success, SaaS, or a related customer-facing role; mid-market experience preferred.
- Strong mastery of CRM platforms (HubSpot, Salesforce) and customer health scoring methodologies.
- Excellent written and verbal communication, presentation, and negotiation skills.
- Data-driven mindset with the ability to analyze usage data and translate insights into action.
- Proven ability to manage multiple accounts, prioritize effectively, and operate with autonomy.
- Collaborative mindset with a passion for helping customers succeed and a proactive approach to problem-solving.
- Ability to adapt to a fast-paced environment and willingness to travel moderately if required.