Job description
NovaPath Technologies is seeking a proactive Senior Customer Success Manager to join our fast-growing SaaS organization in Austin, TX. You will be the trusted advisor for a strategic portfolio of enterprise clients, ensuring successful adoption, value realization, and long-term retention of our platform.
In this role, you will collaborate closely with Sales, Product, and Support to guide customers from onboarding through renewal and expansion. The ideal candidate thrives in a metrics-driven environment, excels at cross-functional communication, and champions a customer-first culture.
Responsibility
- Own the customer journey post-sale, establishing a success plan aligned to customer outcomes and business value.
- Lead onboarding and implementation, ensuring a smooth transition from sales to success and rapid time-to-value.
- Monitor health signals (usage, adoption, CSAT/NPS) and drive proactive interventions to mitigate churn risk.
- Build and execute renewal and expansion strategies, coordinating with sales for upsell opportunities.
- Collaborate with Product and Engineering to translate customer feedback into product improvements and roadmap input.
- Serve as the customer advocate, delivering quarterly business reviews and operating with a data-driven mindset.
- Coach and mentor junior CSMs, fostering a high-performance customer success team.
- Provide cross-functional collaboration on onboarding, onboarding playbooks, and best practices for scale.
Qualification
- 5+ years of Customer Success or Account Management experience in a SaaS environment, preferably with enterprise customers.
- Proven track record of driving retention, expansion, and customer lifetime value.
- Strong communication and relationship-building skills with the ability to influence at all levels of an organization.
- Experience with CRM systems (Salesforce, HubSpot) and customer health analytics; comfort with data-driven decision making.
- Ability to manage multiple strategic accounts simultaneously with excellent organizational skills.
- Problem-solving mindset with a bias toward action and a collaborative approach with cross-functional teams.
- Bachelor’s degree or equivalent professional experience; advanced degree a plus.
- Knowledge of SaaS security, compliance, and onboarding best practices is a plus.