Senior Client Success Manager

About Novara

Novara delivers safety and operational risk management software designed to help organizations detect and resolve issues proactively before they result in incidents. Their platforms, Flex and Risk Management Center, unify data to enhance workforce engagement and enable proactive risk management, prioritizing both people and operational safety.

Position Overview

The Senior Client Success Manager (Senior CSM) role leads Novara's key strategic customer accounts by acting as an executive adviser. This position focuses on formulating long-term customer success approaches, driving impactful business results, and strengthening partnerships to fuel growth.

Working closely with executive stakeholders, the Senior CSM aligns Novara's solutions with business goals, manages complex adoption and transformation processes, and ensures measurable value realization across enterprise clients. Operating with considerable independence, the Senior CSM influences executive decision-making, manages cross-functional initiatives, mentors junior team members, and contributes to enhancing Novara's Customer Success strategy.

Responsibilities

• Build and sustain executive-level relationships with senior customer leaders as a trusted strategic partner.
• Craft and execute long-term success plans aligning Novara's platforms with customer business objectives and outcomes.
• Conduct business reviews demonstrating value realization, ROI, and strategic growth opportunities.
• Drive executive consensus on adoption strategies, organizational change, customer maturity, and roadmap planning.
• Create detailed account plans to enhance engagement, adoption, retention, advocacy, and expansion.
• Proactively identify and mitigate business risks using customer health metrics, product usage, and market trends.
• Coordinate resolution of complex customer escalations through executive communication and cross-team collaboration.
• Collaborate with Account Executives to design renewal strategies, validate outcomes, and identify growth avenues.
• Represent the customer's perspective internally, guiding product strategies, engagement programs, and improvements.
• Lead initiatives to improve Customer Success methodologies, lifecycle processes, and scalability.
• Mentor Associate and Client Success Managers in communication, strategy, and leadership development.
• Promote and implement best practices across the Customer Success team.
• Maintain comprehensive account documentation including strategic plans, stakeholder maps, health assessments, and risk analyses.

Requirements

• Minimum of 5 years in Customer Success, Enterprise or Strategic Account Management within SaaS environments.
• Proven effectiveness managing strategic or enterprise accounts with senior executive engagement.
• Track record of enhancing Gross and Net Revenue Retention, and driving customer adoption and account growth.
• Experience leading executive business reviews and value realization meetings.
• Strong business insight linking customer goals to quantifiable outcomes and ROI.
• Exceptional skills in executive communication, presentation, negotiation, and relationship management.
• Ability to influence cross-functional teams without formal authority.
• Skilled in developing success strategies for multifaceted organizations involving multiple stakeholders.
• Analytical capability to interpret customer health, usage data, adoption trends, and business metrics.
• Advanced proficiency with Customer Success platforms, CRM systems (Salesforce preferred), and business intelligence tools (e.g., Vitally, Pendo highly desirable).
• Industry experience in hazardous sectors or safety and risk management is strongly favored.
• Bachelor's degree or comparable professional experience preferred.

Success Metrics

• Consistent achievement of best-in-class Gross and Net Revenue Retention across key accounts.
• Effectively shape customer strategies by aligning business priorities with measurable outcomes.
• Establish enduring executive trust positioning Novara as a strategic advisor.
• Demonstrate executive presence that influences organizational decisions and customer transformations.
• Proactively identify and alleviate risks before affecting customer health or retention.
• Drive account expansions through strategic planning and proven business results.
• Lead cross-functional initiatives enhancing customer experience and operational alignment.
• Be recognized as a thought leader by mentoring peers and improving Customer Success methodologies and standards.
• Champion operational excellence through disciplined planning and continuous process improvements.

Compensation and Benefits

The role offers an annual base salary between 75000 and 85000 USD, supplemented by quarterly bonus opportunities. Total annual target earnings range from 110000 to 120000 USD. Novara supports its employees with comprehensive benefits including Medical, Dental, Vision coverage, Flexible Spending Accounts, Paid Time Off, paid and floating holidays, a 401(k) plan with company match and immediate vesting, company-funded life insurance, employee assistance programs, and access to no-cost mental health services.

Diversity and Compliance

Novara is committed to fostering diversity, inclusion, and authenticity in the workplace, welcoming applicants who may not meet every requirement but show potential. The company adheres to equal opportunity employment laws, offering accommodations for disabilities and utilizing AI-assisted tools solely to support but not replace human hiring decisions.