Job description
Join our vibrant SaaS team at NovaSphere Technologies as a Senior Customer Success Manager in Seattle. You will partner with mid-market and enterprise customers to ensure they achieve measurable value, accelerate adoption, and realize business outcomes.
We’re seeking a data-driven, customer-obsessed professional with exceptional communication skills and a passion for building long-term partnerships. You will own the customer journey post-sales, from onboarding through renewal, and influence product and growth strategies with a customer-first lens.
What you’ll love about this role: a collaborative culture, competitive compensation, comprehensive benefits, and the opportunity to shape the success of industry-leading customers.
Responsibility
- Own end-to-end customer success for a portfolio of enterprise and mid-market accounts, ensuring value realization and adoption milestones.
- Design and manage customer onboarding programs and success plans aligned to business outcomes.
- Monitor health metrics, usage patterns, and risk signals; implement proactive playbooks to prevent churn.
- Lead quarterly business reviews, present ROI, and articulate strategic value to executive sponsors.
- Collaborate cross-functionally with Sales, Product, Support, and Engineering to address issues and drive product adoption.
- Identify expansion opportunities and partner with Sales to secure renewals and upsell where appropriate.
- Advocate for customers, gather success stories, and develop customer references and case studies.
Qualification
- 5+ years in Customer Success, Account Management, or a related SaaS role with measurable outcomes.
- Proven track record of reducing churn, increasing adoption, and driving account growth.
- Excellent communication, presentation, and executive-level stakeholder management skills.
- Strong analytical capabilities; proficient with CRM tools (e.g., Salesforce) and data visualization/BI.
- Experience with onboarding, success planning, and customer journey mapping across multiple segments.
- Bachelor's degree or equivalent practical experience; advanced degree a plus.
- Collaborative team player who thrives in a fast-paced, customer-centric environment.
- Willingness to travel up to 15% as needed.