Job description
NovaSphere Technologies is a fast-growing SaaS company redefining how teams collaborate and scale success. We are seeking a results-driven Senior Customer Success Manager to ensure our customers achieve value quickly, reduce churn, and expand their usage over time.
In this role you will partner closely with Sales, Product, and Support to steward a strategic set of customers through onboarding, adoption, and renewal. You will own health metrics, drive executive engagements, and advocate for customer needs to influence product direction. This is a hands-on, high-impact role with a passion for customer success and a growth mindset.
What we offer: competitive compensation, comprehensive benefits, flexible work options, and a collaborative culture that values curiosity, accountability, and impact.
Responsibility
- Own end-to-end onboarding and adoption for a portfolio of strategic customers, ensuring time-to-value and measurable outcomes.
- Develop and execute strategic account plans that align customer goals with product capabilities and business metrics.
- Monitor health scores, usage analytics, and risk indicators; proactively mitigate at-risk accounts.
- Lead Quarterly Business Reviews (QBRs) with executives; translate ROI and outcomes into clear business value.
- Collaborate with Sales to identify and close expansion opportunities; drive renewals and upsell/cross-sell initiatives.
- Coordinate cross-functional resources (Support, Product, Professional Services) to deliver successful outcomes.
- Advocate for customer needs across the organization and provide feedback to Product on roadmaps and improvements.
- Coach and mentor junior CSMs; contribute to team playbooks and CS processes to improve efficiency and scale.
Qualification
- 5+ years in Customer Success, Account Management, or a related SaaS role.
- Proven track record of reducing churn, increasing product adoption, and driving revenue expansion.
- Strong analytical skills with the ability to interpret usage data, health scores, and success metrics.
- Exceptional communication and presentation skills; experience leading C-level conversations and QBRs.
- Experience with customer success platforms (Gainsight, Totango) and CRM systems (Salesforce, HubSpot).
- Bachelor's degree in business, technology, or a related field; equivalent professional experience accepted.
- Collaborative, self-motivated, and comfortable working in a fast-paced, remote-friendly environment.
- Willingness to travel up to 10% as needed (post-pandemic norms).