Client Success Manager
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Job Description
Client Success Manager driving customer outcomes, retention, and expansion in operational risk management software solutions. Working collaboratively to ensure customer success and engagement.
Responsibilities:
- The Client Success Manager (CSM) is responsible for driving customer outcomes, retention, and expansion across a defined portfolio of accounts.
- This role ensures customers achieve measurable value from Novara’s solutions by aligning product capabilities to business objectives, reinforcing adoption, and demonstrating ROI throughout the customer lifecycle.
- Operating as a trusted advisor, the CSM builds strong stakeholder relationships, leads structured success planning, and proactively manages risk to ensure customers remain on track toward renewal and growth.
- The role requires strong customer leadership, commercial awareness, and cross-functional collaboration with Sales, Product, Marketing, and Support to deliver a consistent, high-quality customer experience.
- This is a core, customer-facing role with direct accountability for Gross Retention Rate (GRR) and Net Revenue Retention (NRR), including renewal readiness and expansion identification.
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.
Benefits:
- Medical
- Dental
- Vision
- Flexible Spending Accounts
- PTO
- Paid Holidays
- Floating Holidays
- 401k with Company match and immediate vesting
- Company-funded Life Insurance
- Employee Assistance Programs
- No-cost Mental Health Benefits
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