Job description
Join a fast-growing SaaS company as a Customer Success Manager. In this role you will guide customers through onboarding, adoption, and ongoing value realization. NovaTech Solutions is committed to helping customers achieve measurable outcomes. We value empathy, collaboration, and data-driven decisions. This position is hybrid in San Francisco, with a mix of on-site and remote work.
Responsibility
- Onboard and activate new customers, delivering a successful time to value plan
- Develop and own customer success plans, milestones, and executive sponsorship
- Build strong relationships with champions and stakeholders across customer organizations
- Monitor health signals such as usage, adoption, NPS, and CSAT to mitigate renewal risk
- Collaborate with Sales, Product, and Support to drive adoption and expansion opportunities
- Lead quarterly business reviews and present value metrics to executives
- Create scalable playbooks and best practices to improve customer outcomes
- Advocate for customer needs in product discussions and feedback loops
Qualification
- Bachelor's degree or equivalent experience
- 3+ years in Customer Success, Account Management, or related SaaS roles
- Proven track record of reducing churn and increasing ARR through upsell and cross-sell
- Excellent communication, presentation, and executive-level engagement skills
- Proficiency with CRM and CS tools (for example Salesforce, HubSpot, Gainsight)
- Strong analytical skills and ability to translate data into action
- Ability to manage multiple accounts and prioritize effectively
- Customer-centric mindset with collaborative problem solving