Job description
NovaCloud Solutions is a fast-growing SaaS company delivering scalable cloud-based customer success platforms to mid-market and enterprise clients. We empower teams to maximize product adoption, value realization, and long-term partnerships. This is a critical, high-impact role for a customer-obsessed professional who thrives in a collaborative, data-driven environment.
We are seeking a Senior Customer Success Manager to partner with customers to achieve measurable outcomes and renewals. This role blends relationship management, product coaching, and strategic account planning to deliver exceptional customer experiences from onboarding through expansion.
This position is based in Austin, TX with flexible remote options and periodic in-person collaboration with cross-functional teams.
Responsibility
- Onboard and enable new customers, guiding them through success milestones and ensuring rapid time-to-value.
- Develop and manage proactive success plans, success metrics, and health scores for a portfolio of accounts.
- Drive product adoption and usage by delivering personalized training, best practices, and proactive check-ins.
- Monitor renewal risk and collaborate with Sales to secure renewals and identify expansion opportunities.
- Collaborate cross-functionally with Sales, Product, Marketing, and Support to resolve issues and maximize customer outcomes.
- Act as the customer advocate, gathering feedback and translating insights into product enhancements.
- Provide data-driven reporting on account health, usage metrics, and ROI to executives and customers.
Qualification
- Bachelor's degree in Business, Computer Science, or a related field (or equivalent experience).
- 4+ years of Customer Success, Account Management, or SaaS-related experience.
- Proven track record of improving retention, adoption, and expansion.
- Excellent communication, presentation, and stakeholder management skills.
- Experience with CRM and CS platforms (Salesforce, Gainsight, Zendesk, Intercom, etc.).
- Data-driven mindset with ability to translate metrics into action.
- Collaborative, proactive, and customer-centric problem solver.
- Willing to travel up to 10-15% as needed.