The Role
Manage a portfolio of customers to drive adoption, retention, and expansion of Novara’s safety and risk management platforms. Develop strategic success plans, run QBRs, monitor customer health, coordinate cross-functional support, and own renewal and growth outcomes through measured business value.
Summary Generated by Built In
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Position Description:
The Client Success Manager (CSM) is responsible for owning the success, retention, and growth of an assigned portfolio of customers by ensuring they achieve measurable business outcomes with Novara's solutions.
Operating as a trusted advisor, the CSM develops strategic customer success plans that align product capabilities with customer objectives, reinforces adoption, and proactively manages customer health throughout the lifecycle. This role serves as the primary owner of customer strategy for assigned accounts, balancing relationship management, commercial awareness, and operational execution to maximize customer value.
The Client Success Manager collaborates closely with Client Account Executives, Product, Marketing, Technical Support, Professional Services, and Revenue Operations to remove obstacles, improve adoption, and position customers for successful renewals and future growth.
This is a customer-facing role with direct accountability for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer health, renewal readiness, and expansion identification across an assigned portfolio.
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.
- Contribute to Customer Success best practices by sharing knowledge, supporting onboarding of new team members, and participating in continuous process improvement initiatives.
- Execute Customer Success methodologies and lifecycle standards consistently while identifying opportunities to improve operational effectiveness.
Knowledge, Experience, 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.
Success Criteria:
- Consistently achieve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) objectives across an assigned portfolio.
- Own customer success outcomes by aligning customer goals with measurable value realization and long-term adoption.
- Build trusted customer relationships that improve executive confidence, customer satisfaction, and account stability.
- Demonstrate strong commercial acumen by identifying renewal risks early and uncovering expansion opportunities through customer outcomes.
- Develop proactive customer strategies that improve health, adoption, and engagement while reducing churn risk.
- Collaborate effectively across Sales, Product, Marketing, Technical Support, Professional Services, and Revenue Operations to deliver a seamless customer experience.
- Maintain disciplined execution of Customer Success methodologies through high-quality Success Plans, documentation, and lifecycle management.
- Share knowledge, contribute to team development, and support continuous improvement across the Customer Success organization.
Compensation:
Annual Base Salary Range of 70k-75k
Annual On Target Earnings of 85k-95k
As a growing company, Novara values its employees by supporting them with a full benefits package including 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, and No-cost Mental Health Benefits.
About Novara
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara, a Providence Equity portfolio company, provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara launched January 1 2026, as an independent company, a spin-off of the Flex and RMC software businesses formerly part of KPA.
Don’t meet every job requirement? At Novara, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
Please note that we may use AI tools to assist in the initial screening of resumes to help identify qualified candidates more efficiently. All decisions are reviewed by a human recruiter, and no hiring determination is made solely by automated means.
Novara is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
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Skills Required
- 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.
- Strong communication and executive presence to lead business reviews and customer conversations.
- Experience building and executing success plans aligned to customer 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.
- Bachelor's degree or equivalent experience.
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The Company
What We Do
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
