Customer Success Manager

NOVO is an integrated technology partner providing AI advisory, cybersecurity, regulatory compliance, cloud and Microsoft platform deployment, managed IT, and licensing services to small and mid-sized businesses. The Customer Success Manager owns post-sale customer relationships, leading onboarding, adoption, reviews, retention, renewals, account health, and expansion across NOVO’s technology portfolio.

Responsibilities:

• 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 handoffs from new business to managed relationship

Requirements:

• Strong customer-facing skills, including Customer Satisfaction, Customer Retention, and Customer Service capabilities
• Excellent Relationship Building abilities to foster long-term partnerships and support diverse stakeholders
• Solid Analytical Skills for interpreting customer data, usage trends, and success metrics to drive outcomes
• Experience in account management, customer success, or related roles in IT, cloud, cybersecurity, or SaaS environments
• Clear and professional written and verbal communication skills, with the ability to explain technical concepts in accessible language
• Proven ability to work independently in a remote setting, prioritize multiple accounts, and manage time effectively
• Familiarity with compliance, security, or Microsoft-based solutions (e.g., Azure, Microsoft 365) is highly beneficial
• Bachelor's degree in Business, Information Technology, Communications, or a related field, or equivalent professional experience