Job description
NovaCloud Solutions is seeking a data-driven Senior Customer Success Manager to join our growing team in New York City. You will be a strategic partner to our clients, focusing on onboarding, adoption, and value realization across our cloud platform.
As a Senior Customer Success Manager, you will own a portfolio of high-value customers, guide success initiatives, and collaborate with cross-functional teams to deliver measurable outcomes.
Responsibility
- Lead strategic onboarding and implementation plans, ensuring a successful time-to-value for new customers.
- Drive product adoption and monitor health metrics to maximize client ROI.
- Establish and nurture executive-level relationships; serve as the customer advocate inside the company.
- Proactively identify churn risk and implement retention strategies with the broader team.
- Collaborate with Sales, Product, and Support to align on customer outcomes and expansion opportunities.
- Collect customer feedback, influence product roadmap, and foster customer advocacy through reference activities.
- Manage renewals, upsells, and expansion opportunities with a data-driven approach.
Qualification
- Bachelor's degree or equivalent experience in business, tech, or related field.
- 5+ years in Customer Success, Account Management, or SaaS with a proven track record.
- Strong communication, presentation, and negotiation skills with C-level stakeholders.
- Proficiency with CRM tools (e.g., Salesforce) and data analytics for health scoring and forecasting.
- Experience with onboarding and implementation projects; process-oriented and project management mindset.
- Ability to collaborate cross-functionally and influence decisions without authority.
- Customer-centric mindset with a passion for helping customers achieve strategic outcomes; willing to travel up to 15% if needed.