Job description
NovaStride Technologies is expanding its Customer Success team. We are seeking a data-driven Senior Customer Success Manager to help enterprise and mid-market clients maximize value from our SaaS platform. Based in Austin, TX (remote-friendly), you’ll partner with customers to drive adoption, onboarding, retention, and growth.
Responsibility
- Onboard new customers and ensure successful go-live with clear success plans and timelines.
- Develop and execute adoption and success plans tailored to each account’s goals.
- Monitor product usage, health metrics, and risk indicators; address issues proactively.
- Lead quarterly business reviews (QBRs) with executives, translating value into measurable outcomes.
- Collaborate with Sales, Product, and Support to ensure renewals and expansion opportunities.
- Manage renewal pipelines and upsell opportunities with a customer-centric approach.
- Capture and communicate customer feedback to Product and Engineering for roadmap influence.
Qualification
- 4+ years in Customer Success or Account Management in SaaS.
- Proven experience with onboarding, adoption, retention metrics, and renewals.
- Excellent communication, presentation, and executive-level facilitation skills.
- Strong cross-functional collaboration and stakeholder management.
- Data-driven with proficiency in CRM and CS platforms (Salesforce, Gainsight, HubSpot) and analytics.
- Bachelor’s degree or equivalent experience.