Job description
NovaCloud Systems is seeking a results-driven Senior Customer Success Manager to guide enterprise and mid-market customers through onboarding, adoption, and renewal journey. This role combines relationship-building with data-driven insights to ensure customers achieve their desired outcomes and maximize value from our cloud-native platform.
As a member of our growing Customer Success team, you will partner with Sales, Product, and Support to orchestrate smooth deployments, health checks, and proactive expansion opportunities. You will own program outcomes, monitor key metrics, and advocate for customers across the organization.
Responsibility
- Own the end-to-end customer journey for a portfolio of strategic accounts, from onboarding through renewal.
- Drive product adoption and value realization by delivering proactive success plans, executive business reviews, and health checks.
- Monitor health signals, usage metrics, and renewal risk; collaborate with Sales and Product to mitigate churn.
- Lead cross-functional initiatives with Sales, Support, Implementation, and Product to ensure customer outcomes.
- Develop and execute at scale onboarding programs and customer training.
- Advocate for customer needs, collect feedback, and influence product roadmap through customers insights.
- Identify expansion opportunities and coordinate with the account executives to close expansions.
Qualification
- 3+ years in Customer Success, Account Management, or similar SaaS role.
- Strong communication and executive presence; ability to present at C-suite level.
- Proven track record of reducing churn and increasing product adoption.
- Experience with CRM and data analysis tools such as Salesforce or Gainsight.
- Bachelor’s degree or equivalent work experience.
- Ability to travel up to 20 percent as needed.
- Problem solving, project management, and time management skills.