Job description
PulseNova Software is a fast-growing SaaS company delivering innovative customer-centric solutions to mid-market and enterprise teams. We’re seeking a results-driven Senior Customer Success Manager to guide customers from onboarding through renewal and expansion. This role blends strategic relationship management with data-driven execution to maximize customer value and company growth.
As a trusted advisor to our clients, you’ll partner with Sales, Product, and Support to ensure customers achieve their desired outcomes and realize measurable ROI. This is a hands-on, collaborative role ideal for a servant-leader who thrives in a fast-paced, metric-driven environment.
What you’ll do: build enduring relationships, champion customer needs, and influence product direction with customer feedback. You’ll own the health of your portfolio, drive adoption, and lead quarterly business reviews to secure renewals and growth.
Responsibility
- Own the end-to-end customer journey for a defined portfolio, from onboarding to renewal and expansion.
- Lead structured onboarding programs and adoption plans to accelerate time-to-value.
- Monitor health signals, usage metrics, and risk indicators; intervene proactively to mitigate churn.
- Develop and execute renewal and expansion strategies in collaboration with Sales and CS Ops.
- Guide executive sponsorship discussions and conduct quarterly business reviews.
- Collaborate with Product, Support, and Professional Services to resolve escalations and deliver customer value.
- Advocate for customers in product feedback loops and contribute to the customer advocacy program.
Qualification
- 5+ years in Customer Success or related SaaS roles with a proven track record in reducing churn and driving expansion.
- Strong communication, presentation, and negotiation skills; able to influence at executive levels.
- Experience with CS platforms (Gainsight, Salesforce, Zendesk) and data-driven account planning.
- Analytical mindset with ability to interpret usage data and translate into actionable plays.
- Bachelor’s degree or equivalent professional experience.
- Ability to work across cross-functional teams in a fast-paced startup-to-scale environment.