Client Success Manager

🕒 August 6

🇺🇸 United States – Remote

💵 $70k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Novara

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

📋 Compliance

SaaS • B2B • Compliance

Novara is a provider of environmental health & safety (EHS) and compliance software and services. Its flagship platform, Novara Flex, is an all-in-one SaaS solution that supports incident reporting, SDS (safety data sheet) management, inspections and audits, asset management, contractor risk management, carbon accounting and sustainability programs, and an integrated learning management system with an extensive library of safety and compliance training. Novara serves business customers across industries such as construction, manufacturing, energy, utilities, mining, and insurance, and emphasizes configurable dashboards, mobile reporting, and data-driven analytics to reduce workplace injuries and ensure regulatory compliance.

📋 Description

• Own the end-to-end Customer Success strategy for an assigned portfolio of customers, ensuring 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 refine strategic Success Plans aligned with customer objectives and measurable success metrics • Drive customer onboarding, adoption, engagement, and maturity while accelerating time-to-value • Lead Quarterly Business Reviews and partner on Executive Business Reviews to communicate value realization, progress, and recommendations • Monitor customer health using product usage, adoption trends, customer sentiment, and operational metrics; identify risks and mitigation strategies • Support renewal planning, validate realized value, and identify expansion opportunities contributing to Net Revenue Retention • Coordinate cross-functional resources across Product, Technical Support, Marketing, Professional Services, and Revenue Operations • Maintain accurate CRM and Customer Success platform documentation, including account and success plans, health, stakeholder maps, objectives, risks, and action plans • Share Customer Success best practices, support onboarding of new team members, and participate in process improvement • Execute Customer Success methodologies and lifecycle standards while improving operational effectiveness

🎯 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 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 to interpret customer usage data and translate insights into action • Experience in Hazardous Industries or Safety and Risk Management strongly preferred • Bachelor’s degree or equivalent experience preferred

🏖️ Benefits

• 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 • No-cost Mental Health Benefits