Customer Success Manager

About NOVO

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

Natural-born US citizen

Desired

• 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.

Benefits

Benefits & Compensation

• Health Insurance
• PTO and Holiday Pay
• Uncapped commission program
• Opportunity for growth