Customer Success Manager - AI, Cloud & Security

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

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