Job DescriptionPosition Summary - The RoleNOVO is hiring a Customer Success Manager to own the post-sale relationship with our customers. From kickoff forward, you make sure every customer reaches value quickly, adopts what they bought, stays, renews, and grows. You run a regular review cadence, track account health and satisfaction, get ahead of risk, and identify and close expansion opportunities across NOVO's integrated portfolio. This is a relationship-driven, customer-facing role at an integrated technology partner - you sit between the customer and our delivery, support, and licensing teams - with variable compensation tied to renewals and expansion rather than a new-business quota.
Key Responsibilities - What You'll Do- Own the customer relationship from onboarding forward and serve as the customer's primary point of contact after the sale.
- Lead onboarding from the customer's side - kickoff, expectation-setting, and confirming time-to-value - in partnership with delivery and operations.
- Drive adoption and utilization of the services and licensing customers have purchased, including Microsoft 365, security, and AI capabilities.
- Run quarterly business reviews with every account: review services delivered, confirm value, align on the roadmap, and plan next steps.
- Maintain account-health scoring and a customer-satisfaction program (NPS/CSAT); identify risk early and lead the response.
- Own retention and on-time renewals of managed-services, licensing, and compliance agreements.
- Identify and close expansion - tier upgrades, added services, and cross-sell across AI, security, compliance, cloud, managed IT, and licensing.
- Act as the voice of the customer: bring recurring issues, service gaps, and product needs back to delivery and ownership.
- Maintain accurate account, contract, renewal, and expansion records in the CRM.
- Partner with Account Executives and the Sales Director on clean hand-offs from new business to a managed relationship.
RequirementsQualifications - What You BringRequired
- Strong organizational and analytical thinking skills.
- 3+ years in customer success, account management, or client services in B2B technology, SaaS, or technology services.
- Demonstrated retention and expansion track record with consultative relationship skills.
- Comfort discussing AI, Microsoft 365, cloud, cybersecurity, and compliance offerings with both business owners and technical stakeholders.
- Organized and proactive: able to run a structured cadence across a portfolio of accounts and keep CRM records current.
- Clear communicator who can translate technical service delivery into business outcomes.
- BA/BS degree in business or technology or equivalent relevant experience.
- Live in the Dallas/Fort Worth Metro-plex area
- Natural-born US citizen
Desired
- Experience at a Microsoft partner or integrated technology services firm
- Experience running QBRs/EBRs and formal customer-health or NPS programs.
- Familiarity with subscription and renewal-based commercial models.
- Experience with cloud technologies such as AI, Microsoft Azure, Office 365 and related Microsoft licensing.
- Regulatory compliance knowledge (HIPAA, Sarbanes-Oxley, NIST, CMMC, PCI, etc.).
- Cyber Security product/service knowledge experience.
BenefitsBenefits & Compensation• Health Insurance
• PTO and Holiday Pay
•
Uncapped commission program
• Opportunity for growth
