Job description
Join NovaTech Solutions as a Senior Customer Success Manager and lead the post‑sale journey for our enterprise clients. You will partner with Sales, Product, and Support to ensure customers achieve measurable outcomes, maximize product adoption, and renew with confidence.
This role is based in San Francisco with flexible remote options. You’ll report to the Director of Customer Success and play a key role in shaping our customer outcomes and long-term value.
Responsibility
- Own the end-to-end customer lifecycle for a portfolio of enterprise accounts, from onboarding through renewal and expansion.
- Develop and execute customer success plans including health metrics, product adoption targets, and value realization.
- Foster strong relationships with executives and day-to-day product champions, acting as a trusted advisor.
- Monitor product usage and health signals; drive adoption initiatives and feature adoption campaigns.
- Lead quarterly business reviews (QBRs) and renewal negotiations, aligning on business value and ROI.
- Collaborate with Sales, Product, and Support to identify expansion opportunities and reduce churn.
- Capture customer feedback and advocate for product improvements; contribute to customer success playbooks.
Qualification
- 3+ years of Customer Success, Account Management, or similar in a SaaS environment.
- Proven track record of driving product adoption, value realization, and renewals in enterprise accounts.
- Excellent communication, presentation, and executive-level storytelling skills.
- Strong analytical ability to interpret usage data and translate insights into actions.
- Experience with CS platforms (e.g., Gainsight, Totango) and CRM systems (Salesforce).
- Bachelor's degree in Business, Technology, or related field.