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 in a relevant field, such as Business, Marketing, Communications, or a related discipline.
• Customer Success or Sales Experience: A minimum of 3 years of experience in a Customer Success or Sales role, demonstrating a strong understanding of customer needs and the sales cycle.
• Automation and Robotics Expertise: Proven expertise in automation and robotics, showcasing a deep understanding of the industry and its unique challenges.
• Recurring Revenue and SaaS Experience: Hands-on experience in generating recurring revenue and working with SaaS business models, highlighting the ability to drive consistent revenue streams.
• Customer Relationship and Revenue Growth: A successful track record of managing customer relationships, driving revenue growth through renewals, and exceeding upsell targets, demonstrating the ability to build strong customer relationships and achieve revenue goals.
• CRM, ERP, and Data Analytics Proficiency: Proficiency in using CRM tools (HubSpot preferred), ERP systems, and data analytics to extract actionable insights, showcasing the ability to leverage technology and data to drive business decisions.

Key Skills and Attributes:

• Strong Relationship-Building Skills: Exceptional relationship-building skills and the ability to interact effectively with both technical and business stakeholders, highlighting the ability to build rapport and communicate effectively with diverse audiences.
• Travel Willingness: Willingness to travel frequently throughout North America and internationally, demonstrating flexibility and commitment to the role.
• Cross-Functional Collaboration: Ability to collaborate seamlessly with sales, customer support, and product development teams, showcasing a team-oriented approach and the ability to work effectively across departments.
• Proactive Problem-Solving: Proactive in identifying and addressing challenges, and confidently closing renewals and upsells, demonstrating a solutions-oriented mindset and the ability to drive results.

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:

Novarc Technologies is a full-stack robotics company specializing in the design and manufacturing of cobots and AI-based machine vision solutions for autonomous welding. Novarc's Spool Welding Robot (SWR) is the world's first of its kind in pipe welding applications. As a proven pioneer in the field, Novarc's team is dedicated to solving challenging welding automation problems that improve customers' bottom line.

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!

"Novarc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, national or ethnic origin, color, political belief, marital or family status, religion, special abilities, age, sex or sexual orientation, or a criminal conviction or charge that is unrelated to employment of to the intended employment of that person. This applies to all our practices of recruitment, selection, promotion, training and development, health and safety, and compensation."