Customer Success Manager

Yesnovo; Dallas, Northern (TX, KY); Hybrid; USD 70,000 - 95,000; Full time

Job summary

NOVO is seeking a Customer Success Manager in the Dallas/Fort Worth area to own the post-sale relationship and ensure customers reach value quickly. You will drive onboarding, adoption of Microsoft 365, security, and AI capabilities, and lead quarterly business reviews to align on roadmaps and renewals.

You will maintain healthy accounts, identify expansion opportunities across the integrated portfolio, and collaborate with delivery, support, and licensing teams to ensure client success and

Qualifications

• 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, cloud, cybersecurity, and compliance offerings with both business owners and technical stakeholders.
• Organized and proactive with CRM records; structured cadence across accounts.

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 time-to-value alignment with delivery.
• Drive adoption and utilization of Microsoft 365, security, and AI capabilities.
• Run quarterly business reviews with every account to review services, confirm value, and plan next steps.
• Maintain account-health scoring and a customer-satisfaction program (NPS/CSAT) and address risk.
• Own retention and on-time renewals of managed-services, licensing, and compliance agreements.
• Identify and close expansion — tier upgrades, added services, cross-sell across AI, security, cloud, and licensing.
• Act as the voice of the customer and report recurring issues to delivery teams.
• Maintain accurate records in the CRM and ensure clean hand-offs from new business to managed relationships.

Skills

Organizational skills

Analytical thinking

Customer success

Retention & expansion

CRM proficiency

Communication

Dallas area resident

Microsoft licensing familiarity

SaaS / cloud knowledge

Education

BA/BS in business or technology

Tools

CRM systems

QBRs/EBRs processes

NPS programs

MS licensing knowledge

Job description

Dallas / Fort Worth, United States

NOVO is the 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.

Position Summary - The Role

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.

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.
  

Requirements

Qualifications - What You Bring

Required

• 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
  
• 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.