Customer Success Manager

Company Description

NOVO is an integrated technology partner for small and mid-sized businesses, based in Dallas/Fort Worth, Texas. We bring AI advisory, cybersecurity operations, regulatory compliance, cloud and Microsoft platform deployment, managed IT, and Microsoft licensing together under one roof — enterprise-grade depth at SMB-calibrated economics. As a Microsoft Direct CSP and Solutions Partner with Microsoft Advanced Support, we operate inside the full Microsoft commercial cloud, and we run as one team rather than six specialty practices. Our values, STAIRS — Security, Trust, Accountability, Innovation, Respect, Service — shape how we scope, deliver, and support every customer. Innovation without compromise.

Role Description

NOVO 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.

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 handoffs from new business to managed relationship.

Qualifications

• 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.