Job description
NovaBridge Technologies is redefining how growing SaaS companies deliver customer value. We're seeking a Senior Customer Success Manager to lead a portfolio of strategic customers, ensure value realization, and drive expansion while reducing churn.
In this role you'll partner with product, sales, and support to ensure onboarding success, track health metrics, and foster advocacy. You'll work in a fast-paced, data-driven environment that rewards initiative and customer obsession.
What you'll do includes onboarding and adoption planning, health score governance, renewal and expansion collaboration, risk mitigation, and cross-functional advocacy that delivers measurable ROI for customers.
Perks: competitive compensation, comprehensive benefits, flexible/hybrid schedule in Austin, learning stipend, and generous time off.
Responsibility
- Own a strategic portfolio of mid-market to enterprise customers, ensuring successful onboarding, adoption, and value realization.
- Define, track, and report health metrics (NPS, CSAT, usage, time-to-value) and intervene early to mitigate risk.
- Lead quarterly business reviews, present value outcomes, and identify expansion opportunities to drive revenue growth.
- Collaborate with Product, Sales, and Support to resolve issues, map customer journeys, and drive product feedback loops.
- Act as customer advocate internally, translating feedback into roadmap inputs and customer-centric initiatives.
- Facilitate onboarding programs and enable customers to achieve time-to-value with minimal friction.
- Develop and maintain playbooks for success plans, renewal strategies, and escalation management.
- Mentor junior CSMs and contribute to a scalable customer success framework.
Qualification
- Minimum 5 years in Customer Success, Account Management, or a related role in SaaS.
- Proven track record of reducing churn and driving renewals/upsell with a data-driven approach.
- Excellent communication, presentation, and collaboration skills with cross-functional teams.
- Experience with CS platforms (Gainsight, Zendesk, Salesforce) and analytics tools; basic SQL is a plus.
- Bachelor's degree in Business, Computer Science, or a related field; advanced degree a plus.
- Ability to travel as needed (less than 10%).
- Customer-centric mindset with strong problem-solving and prioritization skills.
- Self-starter who thrives in a fast-paced, ambiguous environment and mentors others.