Senior Client Success Manager

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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

• Develop and maintain executive-level relationships with senior customer stakeholders, serving as a trusted strategic advisor throughout the partnership. • Define long-term customer success strategies that align Novara's platform capabilities with enterprise business initiatives and measurable organizational outcomes. • Lead Business Reviews (QBRs/EBRs) that demonstrate executive-level value realization, ROI, strategic recommendations, and business transformation opportunities. • Drive executive alignment around adoption strategy, organizational change management, customer maturity, and long-term roadmap planning. • Develop comprehensive account strategies that improve executive engagement, adoption, customer maturity, retention, advocacy, and expansion. • Anticipate business risks through executive engagement, customer health, product usage, operational metrics, and market awareness, proactively leading mitigation strategies before issues impact customer outcomes. • Lead complex customer escalations by coordinating executive communications and mobilizing cross-functional resources to resolution. • Partner strategically with Client Account Executives to shape executive renewal strategies, validate business outcomes, and identify enterprise expansion opportunities. • Serve as the Voice of the Customer by influencing Product strategy, lifecycle design, digital engagement programs, enablement content, and operational improvements. • Lead strategic Customer Success initiatives that improve methodologies, lifecycle processes, customer experience, and organizational scalability. • Mentor Associate Client Success Managers and Client Success Managers through coaching, executive communication development, account strategy, and customer leadership. • Establish and promote Customer Success best practices across the organization while helping raise the overall capability of the Customer Success team. • Maintain executive-level account documentation, including strategic Account & Success Plans, stakeholder maps, executive priorities, customer health assessments, business risks, and organizational objectives.

🎯 Requirements

• 5+ years of Customer Success, Enterprise Account Management, Strategic Account Management, or related SaaS experience. • Demonstrated success managing enterprise or strategic accounts with executive-level relationships. • Proven track record improving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer adoption, and long-term account growth. • Experience leading Executive Business Reviews (EBRs), value realization discussions, and executive stakeholder meetings. • Strong business acumen with the ability to connect customer objectives to measurable business outcomes and ROI. • Excellent executive communication, presentation, negotiation, and relationship management skills. • Demonstrated ability to influence without authority across Sales, Product, Support, Professional Services, Marketing, and Executive Leadership. • Experience developing customer success strategies for complex, multi-stakeholder organizations. • Strong analytical skills with the ability to interpret customer health, product usage, adoption trends, and business performance metrics. • Advanced experience with Customer Success platforms, CRM systems, and business intelligence tools (Salesforce preferred; experience with platforms such as Vitally and Pendo is highly desirable). • Experience in Hazardous Industries or Safety and Risk Management is 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