Senior Client Success Manager

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $75k - $85k / year

⏰ Full Time

🟠 Senior

🤝 Client Partner

🦅 H1B Visa Sponsor

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KPA

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1986

☁️ SaaS

📋 Compliance

🤝 B2B

💰 $5M Private equity on 2011-11

SaaS • Compliance • B2B

KPA is a provider of all-in-one EHS (environmental, health & safety) and regulatory compliance software and training services. Its platform offers configurable SaaS tools—mobile reporting, incident management, SDS/chemical tracking, asset and contractor management, dashboards and analytics—along with an integrated learning management system and industry-specific safety training. KPA serves businesses across construction, manufacturing, energy, utilities, mining and insurance to help reduce incidents, manage risk, and maintain 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