Job description
Join NovaCloud Solutions, a fast-growing SaaS provider delivering customer-centric platform solutions to mid-market and enterprise clients. We are seeking a data-driven Senior Customer Success Manager who thrives in a collaborative, fast-paced environment.
You will be the trusted advisor to a portfolio of strategic customers, driving adoption, value realization, and renewal outcomes. This is a hands-on role that blends relationship-building with data-driven program execution to reduce churn and accelerate time-to-value.
Responsibility
- Own end-to-end lifecycle for a portfolio of strategic customers, driving adoption, measurable success outcomes, and renewal opportunities.
- Proactively monitor health signals, usage data, and satisfaction to develop and execute targeted intervention plans.
- Lead strategic business reviews with customer executives, articulating ROI and aligning success plans with customer goals.
- Collaborate with Sales, Product, and Support to drive adoption, upsell opportunities, and feature requests.
- Design and lead onboarding and enablement programs to accelerate time-to-value and time-to-first-value.
- Manage risk and forecast renewals; implement retention strategies to minimize churn.
- Create scalable customer advocacy materials and reference stories to support expansion and social proof.
Qualification
- 4+ years in Customer Success, Account Management, or related roles within B2B SaaS.
- Bachelor’s degree in Business, Computer Science, or a related field.
- Proven track record of reducing churn and increasing net revenue retention (NRR).
- Exceptional communication, presentation, and executive-level influencing skills.
- Strong data fluency: comfortable with usage metrics, health scores, adoption curves, and CRM analytics.
- Experience leading onboarding, enablement, and customer adoption programs; proficient in project management.
- Collaborative, solution-focused mindset with the ability to navigate ambiguity and drive cross-functional alignment.