Client Success Manager

Novara

163d•$85,000 - $95,000

About The Position

The Client Success Manager (CSM) is responsible for owning the success, retention, and growth of an assigned portfolio of customers by ensuring they achieve measurable business outcomes with Novara's solutions. Operating as a trusted advisor, the CSM develops strategic customer success plans that align product capabilities with customer objectives, reinforces adoption, and proactively manages customer health throughout the lifecycle. This role serves as the primary owner of customer strategy for assigned accounts, balancing relationship management, commercial awareness, and operational execution to maximize customer value. The Client Success Manager collaborates closely with Client Account Executives, Product, Marketing, Technical Support, Professional Services, and Revenue Operations to remove obstacles, improve adoption, and position customers for successful renewals and future growth. This is a customer-facing role with direct accountability for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer health, renewal readiness, and expansion identification across an assigned portfolio.

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.
Bachelorâ€™s degree or equivalent experience preferred.

Responsibilities

Own the end-to-end Customer Success strategy for an assigned portfolio of customers, ensuring customers achieve measurable business outcomes and long-term value realization.
Build trusted relationships with key customer stakeholders and serve as the primary advisor throughout the customer lifecycle.
Develop, execute, and continuously refine strategic Success Plans that align customer objectives with Novara capabilities and measurable success metrics.
Drive customer onboarding, adoption, engagement, and maturity by guiding customers toward key milestones and accelerating time-to-value.
Lead Quarterly Business Reviews (QBRs) and partner with Client Account Executives during Executive Business Reviews (EBRs) to communicate value realization, progress toward business goals, and strategic recommendations.
Monitor customer health through product usage, adoption trends, customer sentiment, and operational metrics to proactively identify risks and develop mitigation strategies.
Partner closely with Client Account Executives to support renewal planning, validate realized value, and identify expansion opportunities that contribute to Net Revenue Retention.
Coordinate cross-functional resources across Product, Technical Support, Marketing, Professional Services, and Revenue Operations to resolve customer challenges and improve the customer experience.
Maintain accurate CRM and Customer Success platform documentation, including Account & Success Plans, customer health, stakeholder maps, business objectives, risks, and action plans.
Contribute to Customer Success best practices by sharing knowledge, supporting onboarding of new team members, and participating in continuous process improvement initiatives.
Execute Customer Success methodologies and lifecycle standards consistently while identifying opportunities to improve operational effectiveness.