Job description
NovaTech Solutions is seeking a results-driven Senior Customer Success Manager in Austin, TX to lead customer outcomes and accelerate value realization for our growing SaaS platform.
In this role, you will partner with customers to define success plans, drive adoption, and ensure renewals and expansions while delivering an exceptional customer experience.
As a member of our Customer Success team, you will collaborate with Product, Sales, and Support to translate customer needs into measurable outcomes and strategic initiatives.
Why join us: competitive compensation, comprehensive benefits, flexible work options, and a culture that values curiosity, bold ideas, and customer obsession.
Responsibility
- Own end-to-end customer onboarding and product adoption plans to accelerate time-to-value.
- Develop and execute customer success plans aligned to business outcomes and success metrics.
- Proactively monitor health signals, usage data, and risk indicators; partner with teams to mitigate churn.
- Act as a trusted advisor to executives, driving value realization and ROI for strategic accounts.
- Collaborate with Sales to identify upsell and expansion opportunities; coordinate with Product for customer feedback.
- Manage customer escalations with cross-functional teams to resolve issues swiftly and transparently.
- Prepare quarterly business reviews with senior stakeholders, presenting KPIs, adoption metrics, and ROI.
Qualification
- 4+ years in customer success, account management, or SaaS with a track record of driving adoption and renewals.
- Experience leading onboarding, training, and value realization for B2B customers.
- Excellent communication and relationship-building skills; comfortable presenting to C-level executives.
- Proficiency with CRM and CS tools (HubSpot or Salesforce, Zendesk, Intercom).
- Data-driven mindset with comfort interpreting usage metrics and basic SQL; strong analytical skills.
- Collaborative, cross-functional teammate with project management and time-management skills.
- Bachelor’s degree in business, technology, or a related field.