Customer Success Manager: Post-Sale Growth & Renewals

NOVO; Dallas, Fort Worth (TX, TX); On-site; USD 90,000 - 120,000; Full time

Job summary

NOVO is seeking a Customer Success Manager in the Dallas/Fort Worth area to own post-sale relationships, drive value realization, and ensure renewals and expansion. You will coordinate onboarding, adoption, and quarterly business reviews with cross-functional teams including delivery, support, and licensing.

The right candidate will manage a portfolio of accounts, maintain health scores, and partner with sales to optimize renewals and expansions. Local presence in Dallas/Fort Worth is required.

Qualifications

• Strong relationship-driven, customer-facing role in B2B technology
• 3+ years in customer success, account management, or client services
• Demonstrated retention and expansion track record with consultative skills
• Comfort discussing AI, Microsoft 365, cloud, cybersecurity and compliance offerings
• Organized and proactive with CRM discipline and structured cadence
• Clear communicator translating technical service delivery into business outcomes
• BA/BS degree in business or technology or equivalent
• Live in the Dallas/Fort Worth Metro-plex area
• Experience at a Microsoft partner or integrated tech services firm
• Experience running QBRs/EBRs and NPS programs
• Familiarity with subscription/renewal-based models
• Experience with cloud technologies such as AI, Azure, Office 365 and licensing
• Regulatory compliance knowledge (HIPAA, SOX, NIST, CMMC, PCI)
• Cyber security product/service knowledge

Responsibilities

• Own onboarding and serve as the primary post-sale contact
• Lead onboarding from the customer’s side with delivery and operations
• Drive adoption of services and licensing purchased (Microsoft 365, security, AI)
• Run quarterly business reviews with every account
• Maintain account-health scoring and CSAT/NPS programs
• Own retention and on-time renewals of managed services and licensing
• Identify and close expansion (upgrades, added services, cross-sell) across offerings
• Act as the voice of the customer to delivery and product teams
• Maintain accurate account, contract, renewal, and expansion records in CRM
• Partner with Account Executives on clean hand-offs from new business to managed relationship

Skills

Relationship management

Account growth & renewals

QBRs/EBRs

Communication skills

AI/cloud familiarity

Regulatory compliance knowledge

Education

BA/BS in business or technology

Tools

CRM software

Microsoft licensing portals

Compliance frameworks

Job description

NOVO is seeking a Customer Success Manager in the Dallas/Fort Worth area to own post-sale relationships, drive value realization, and ensure renewals and expansion. You will coordinate onboarding, adoption, and quarterly business reviews with cross-functional teams including delivery, support, and licensing.

The right candidate will manage a portfolio of accounts, maintain health scores, and partner with sales to optimize renewals and expansions. Local presence in Dallas/Fort Worth is required.