- 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.
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