The Client Success Manager drives customer outcomes and retention for a portfolio of accounts, ensuring measurable value from Novara's solutions. Responsibilities include relationship management, structured success planning, and collaboration with cross-functional teams to support customer engagement and achieve business objectives.
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Position Description:
The Client Success Manager (CSM) is responsible for driving customer outcomes, retention, and expansion across a defined portfolio of accounts. This role ensures customers achieve measurable value from Novara’s solutions by aligning product capabilities to business objectives, reinforcing adoption, and demonstrating ROI throughout the customer lifecycle.
Operating as a trusted advisor, the CSM builds strong stakeholder relationships, leads structured success planning, and proactively manages risk to ensure customers remain on track toward renewal and growth. The role requires strong customer leadership, commercial awareness, and cross-functional collaboration with Sales, Product, Marketing, and Support to deliver a consistent, high-quality customer experience.
This is a core, customer-facing role with direct accountability for Gross Retention Rate (GRR) and Net Revenue Retention (NRR), including renewal readiness and expansion identification.
Responsibilities:
- Build and maintain strong, trust-based relationships with key customer stakeholders, acting as a strategic partner aligned to their business goals.
- Develop and execute structured success plans that connect product usage to measurable customer outcomes and value realization.
- Drive customer onboarding, adoption, and ongoing engagement to ensure customers achieve key milestones and time-to-value.
- Partner with Client Account Executives on Quarterly and Executive Business Reviews (QBRs/EBRs), demonstrating ROI, progress against goals, and opportunities for deeper value realization.
- Monitor customer health, usage data, and sentiment to proactively identify risks, inform adoption and engagement strategies, and execute mitigation plans using structured frameworks and product insights (e.g., Pendo).
- Partner closely with Sales to support renewal and expansion efforts by identifying opportunities, validating value, and maintaining accurate account context.
- Maintain high-quality CRM and Customer Success platform documentation, including success plans, customer interactions, risks, and outcomes.
- Collaborate cross-functionally with Product, Marketing, Support, and Revenue Operations to resolve issues, improve customer experience, and influence product and content strategy.
- Follow established Customer Success playbooks, processes, and standards to ensure consistency, scalability, and quality across the customer lifecycle.
Knowledge, Experience, Requirements:
- 3–5 years in Customer Success, Account Management, or similar customer-facing SaaS roles.
- Proven ability to manage a portfolio of accounts with responsibility for retention and growth outcomes.
- Strong communication and executive presence, with the ability to lead structured business reviews and customer conversations.
- Experience building and executing success plans aligned to customer business objectives and measurable outcomes.
- Commercial awareness with experience supporting renewals and identifying expansion opportunities.
- Proficiency with CRM and Customer Success platforms (Salesforce preferred).
- Strong analytical skills with the ability to interpret customer usage data and translate insights into action.
- Experience in Hazardous Industries or Safety and Risk Management is strongly preferred.
- Bachelor’s degree or equivalent experience preferred.
Success Criteria:
- Drives strong Gross Retention Rate (GRR) and Net Revenue Retention (NRR) across assigned portfolio by ensuring customers achieve measurable value and remain on track toward renewal and expansion.
- Demonstrates the ability to connect product usage to customer business outcomes, reinforcing value and strengthening long-term account stability.
- Proactively identifies and mitigates risks, reducing churn and improving overall customer health and engagement.
- Builds trusted relationships with customer stakeholders and consistently delivers high-quality, customer-ready experiences.
- Collaborates effectively across cross-functional teams to align on customer needs, remove blockers, and improve the overall customer journey.
- Executes Customer Success processes with discipline, maintaining accurate documentation, structured success plans, and consistent lifecycle engagement.
Compensation:
Annual Base Salary Range of 65k-75k
Annual On Target Earnings of 85k-95k
As a growing company, Novara values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.
About Novara
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara, a Providence Equity portfolio company, provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara launched January 1 2026, as an independent company, a spin-off of the Flex and RMC software businesses formerly part of KPA.
Don’t meet every job requirement? At Novara, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
Novara is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
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Top Skills
CRM
Salesforce
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