Job description
NovaLink Technologies is seeking a Senior Customer Success Manager in Austin, TX to own the end-to-end experience of our customers. You will be the trusted advisor responsible for onboarding, adoption, and long-term value realization with our SaaS platform.
In this role, you will partner with Sales, Product, and Support to drive successful outcomes, reduce time to value, and protect and expand our customer base. The ideal candidate combines strategic thinking with hands-on execution and a passion for customer advocacy.
Responsibility
- Own the end-to-end customer lifecycle from onboarding to renewal and expansion across an assigned portfolio
- Develop and execute strategic success plans with defined goals, milestones, and measurable ROI
- Lead onboarding sessions, trainings, and adoption programs to maximize product value
- Monitor health signals, proactively identify risk, and partner with cross-functional teams to mitigate churn
- Collaborate with Sales, Product, and Support to drive renewals, upsells, and referenceability
- Conduct quarterly business reviews (QBRs) with customers and executives, presenting ROI and value achieved
- Advocate for customers internally, collecting feedback and influencing product roadmaps and releases
Qualification
- Bachelor's degree in business, CS or related field, or equivalent experience
- 3+ years in Customer Success, Account Management, or a similar SaaS role
- Proven ability to drive adoption, renewals, and net revenue retention
- Excellent communication, presentation, and negotiation skills
- Experience with CRM and analytics tools (e.g., Salesforce, HubSpot, Gainsight)
- Strong cross-functional collaboration and project management skills
- Comfort in a fast-paced startup environment and remote-friendly work habits
- Metrics-driven mindset with attention to detail