Client Success Manager
New
N
NovaraSafety and Risk Management
United StatesFull-TimeMiddle
SalaryAnnual Base Salary Range of 70k-75k; Annual On Target Earnings of 85k-95k
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Job Details
- Experience
- 3–5 years
- Required Skills
- Data AnalysisSalesforceCustomer SuccessSaaSAccount ManagementRisk ManagementCRM
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.
- Bachelor’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.
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