Job description
NovaPulse Technologies is redefining how teams scale value for customers in the cloud. We are seeking a Senior Customer Success Manager in Austin, TX who blends strategic thinking with hands-on execution to drive onboarding, adoption, and expansion.
In this role, you will partner with dynamic product teams and a cross-functional customer success guild to ensure customers realize measurable value, reduce churn, and accelerate renewals.
Responsibility
- Own the end-to-end lifecycle for assigned customers, from onboarding to renewal, ensuring value realization and high adoption.
- Develop and execute personalized customer success plans aligned to strategic goals and ROI.
- Monitor health metrics, risk flags, and usage patterns; intervene with proactive playbooks to prevent churn.
- Lead quarterly business reviews (QBRs) with executive sponsors to demonstrate value and secure expansion opportunities.
- Collaborate cross-functionally with Sales, Product, Support, and Marketing to drive customer outcomes.
- Identify and qualify upsell and cross-sell opportunities; coordinate with renewals and sales teams to close.
Qualification
- 3+ years in Customer Success, Account Management, or related SaaS role; proven track record of reducing churn and increasing net revenue retention.
- Strong communication and presentation skills; ability to translate complex tech value into business impact.
- Experience with CRM and customer success tools (Salesforce, HubSpot, Gainsight, or equivalent).
- Data-driven mindset with comfort analyzing usage data, health scores, and renewal forecasts.
- Bachelor's degree in Business, Computer Science, or a related field; MBA is a plus.
- Collaborative team player with ability to influence at all levels and manage multiple priorities.