Job description
NovaTech Solutions is seeking a Senior Customer Success Manager to join our growing SaaS team in Austin, TX. You will guide mid-market to enterprise customers from onboarding through value realization, ensuring measurable outcomes and long-term partnerships.
As a trusted advisor, you will orchestrate cross-functional resources, champion customer advocacy, and drive renewal and expansion opportunities. If you thrive in a fast-paced, collaborative environment and are passionate about helping customers succeed with technology, we want you on our team.
Responsibility
- Own the end-to-end customer lifecycle for a portfolio of mid-market and enterprise clients, from onboarding to renewal.
- Build strong, strategic relationships with key stakeholders and act as the customer's trusted advisor.
- Lead quarterly business reviews, define success metrics, and demonstrate ROI with data-driven storytelling.
- Collaborate with Sales, Product, and Support to align on customer expectations and resolve issues efficiently.
- Proactively monitor health scores, usage metrics, and risk indicators; intervene to prevent churn.
- Develop and deliver customer success programs, onboarding playbooks, and best practices.
- Identify expansion opportunities and collaborate with Sales to drive renewals and expansion.
- Advocate for customers internally, gather product feedback, and influence roadmap priorities.
Qualification
- 3+ years in Customer Success, Account Management, or a related role within SaaS or tech-enabled services.
- Proven track record of reducing churn and increasing product adoption and expansion.
- Excellent communication, presentation, and stakeholder management skills across executive and cross-functional teams.
- Experience with CRM platforms (Salesforce, Gainsight, HubSpot) and health metrics (NPS, CSAT, usage data).
- Ability to translate technical concepts into business value for non-technical audiences.
- Bachelor's degree in business, IT, or a related field; advanced degree a plus.
- Comfortable in a fast-paced, remote-friendly environment; travel up to 25% as needed.
- Data-driven problem solver with strong organizational and project management skills.