Customer Success Manager

**_Join us on the journey to help build the world using applied robotics and AI_**

Novarc Technologies is a full-stack robotics company helping to build the world using applied robotics and AI. Recognized as one of the fastest-growing companies in the Americas by the Financial Times for two consecutive years, we are at the epicenter of innovation and global expansion. Join our dynamic team as we extend our reach across four continents, blending pioneering welding technology with a profound global impact. It's a captivating time to be part of our journey - here, you'll do more than just work; you'll be an integral part of a movement shaping the tech-driven future.

**Novarc Technologies** is looking for a **Customer Success Manager** to join our growing team and support the production of our cobots.

**Summary**: The Customer Success Manager (CSM) will be responsible for driving revenue growth through customer retention, upselling, and ensuring contract renewals. This role will serve as a trusted partner to customers, ensuring they fully leverage Novarc’s automation solutions while also seeking opportunities for further expansion. The CSM will collaborate closely with sales, customer support, and engineering teams to maintain alignment on customer needs and ensure smooth operations. Additionally, the CSM will play a key role in developing processes to track and measure success metrics.

This position reports to the Chief Revenue Officer (CRO) and requires travel (up to 50%) to meet with customers.

**Duties and Responsibilities**:
Customer Retention & Revenue Growth: Ensure contracts are renewed, identify upsell opportunities, and grow the value of existing accounts.- Customer Advocacy: Build strong relationships with customers, acting as their advocate within Novarc to align internal teams with customer needs.- Cross-Functional Collaboration: Work with the sales engineering, customer support, and sales team to maintain a comprehensive understanding of customer projects, ensuring seamless delivery of services and outcomes.- Data-Driven Insights & Reporting: Develop and implement processes to track customer engagement and measure account success.- Technical Expertise & Engagement: Understand customers' fabrication processes and recommend improvements using Novarc's robotic and automation solutions.- Proactive Customer Engagement: Conduct regular check-ins with key stakeholders, anticipating and addressing potential challenges before they arise.- Customer Success Process Development: Establish scalable processes for tracking KPIs such as renewal rates, expansion revenue, and customer satisfaction.- Customer Presentations & Business Reviews: Prepare reports and business reviews to present to customers, ensuring alignment on goals and metrics.- Travel: Up to 30% travel to meet customers, deliver business reviews, and strengthen relationships.

**Minimum Qualifications and Experience**:
- A Bachelor’s degree or equivalent.- A minimum of 3 years of Customer Success or Sales experience.- Expertise in automation, and robotics is essential.- Proven experience in generating recurring revenue and working with SaaS business models.- Demonstrated ability to manage customer relationships, drive revenue growth through renewals, and achieve upsell targets.- Proficient in using CRM tools (HubSpot preferred), ERP systems, and data analytics to derive actionable insights.- Strong relationship-building skills with the ability to engage both technical and business stakeholders effectively.- Comfortable with frequent travel across North America and internationally, as required.- Able to collaborate seamlessly with sales, customer support, and product development teams.- Proactive in identifying challenges, addressing them, and confidently closing renewals and upsells.

**Success Metrics**:
Renewal Rates: Achieving high contract renewal rates and reducing customer churn.- Revenue Growth: Meeting or exceeding upsell and expansion targets within the customer base.- Process Efficiency: Implementation of scalable processes for customer success in HubSpot CRM and ERP systems.- Collaborative Engagement: Demonstrated ability to work harmoniously with internal teams and customers, resulting in seamless project delivery.

**About Novarc Technologies**:
**Why Novarc**:

- ** Growing Opportunities** - We are in the process of maturing into a fast-growing medium-sized business.**Great place to be** - We have created a fun, adventurous, and open-minded environment where our teams are encouraged to bond and expose a little weirdness.**Best People** - Our team is made up of talented, intelligent, and hardworking people.
- ** Lots of Opportunities** - We are constantly looking for stand-out talent internally to move into leadership positions.

**_ We are excited to invite you to join our growing team for this amazing journey_