Job description
NovaCloud Solutions is seeking a proactive Senior Customer Success Manager to partner with our enterprise and mid-market customers, ensuring successful adoption and value realization from our cloud platform. You will serve as the trusted advisor, align customer goals with product strategy, and collaborate with Sales, Product, and Support to drive renewals and expansion.
You will own a portfolio of strategic accounts, guide customers through onboarding, adoption, and expansion, and advocate for customers within the company to deliver a best-in-class customer experience.
Responsibility
- Build and nurture executive relationships with strategic sponsors to ensure adoption and long-term success.
- Lead onboarding and adoption plans, ensuring customers realize value quickly and consistently.
- Monitor health metrics, usage, and adoption to prevent churn and coordinate renewal strategies.
- Collaborate with Sales to identify expansion opportunities and drive cross-sell/up-sell within accounts.
- Own quarterly business reviews and translate customer outcomes into measurable business impact.
- Partner with Product and Support to advocate for customers and resolve escalations promptly.
- Mentor and contribute to CS team processes, playbooks, and knowledge base for scale.
Qualification
- 4+ years in Customer Success, Account Management, or related SaaS roles with enterprise experience.
- Proven track record of reducing churn and driving renewals and expansions.
- Excellent communication, presentation, and negotiation skills at executive levels.
- Data-driven mindset with proficiency in usage metrics, health scoring, and Excel/BI tools.
- Experience with CRM and support platforms (e.g., Salesforce, Zendesk).
- Bachelor's degree in Business, Communications, CS, or related field; or equivalent professional experience.
- Ability to travel up to 20% or as needed (post-pandemic norms).