About the role

Role Overview

The Client Success Manager (CSM) owns the success, retention, and growth of an assigned customer portfolio. You ensure customers achieve measurable business outcomes with Novara’s solutions by acting as a trusted advisor and primary driver of customer strategy across the customer lifecycle.

Responsibilities

Own end-to-end Customer Success strategy for an assigned portfolio, ensuring long-term value realization
Build trusted relationships with key stakeholders and advise customers throughout the lifecycle
Develop, execute, and continuously refine strategic Success Plans tied to customer objectives and measurable success metrics
Drive onboarding, adoption, engagement, and customer maturity; guide customers through key milestones to accelerate time-to-value
Lead Quarterly Business Reviews (QBRs) and support Executive Business Reviews (EBRs) with Client Account Executives
Monitor customer health using product usage, adoption trends, customer sentiment, and operational metrics; identify risks and implement mitigations
Partner with Client Account Executives on renewal planning, validate realized value, and identify expansion opportunities to support GRR/NRR
Coordinate cross-functional teams (Product, Technical Support, Marketing, Professional Services, Revenue Operations) to remove obstacles and improve customer experience
Maintain accurate CRM and Customer Success documentation (Success Plans, customer health, stakeholder maps, objectives, risks, and action plans)
Contribute to Customer Success best practices and continuous process improvement

Requirements

3–5 years in Customer Success, Account Management, or a similar customer-facing SaaS role
Demonstrated ability to manage a portfolio with responsibility for retention and growth outcomes
Strong communication skills and executive presence; ability to lead structured business reviews
Experience building and executing success plans aligned to measurable customer business outcomes
Commercial awareness

Nice-to-haves

Experience supporting renewals and expansion motions across a portfolio (implied by GRR/NRR ownership)

About Novara

Novara provides safety and operational risk management software to help organizations identify and resolve operational risk issues before they become incidents. Its Flex and Risk Management Center platforms unify data, increase workforce engagement, and proactively manage risk through training, software, and operational tools.