Manager, Customer Success

About Novara

Novara builds safety and operational risk management software that helps organizations spot and fix issues before they turn into incidents. Its Flex and Risk Management Center solutions bring data together, improve workforce participation, and support proactive risk control. The company combines training, software, and practical tools to keep people safe and protect essential operations.

Novara launched as an independent company on January 1, 2026, following a spin-off of the Flex and RMC software businesses that were previously part of KPA. It is also backed by Providence Equity.

Role Overview

Reporting to the Director, Customer Success and Implementations, this position is responsible for guiding and developing a team of Customer Success Managers so they can help customers achieve measurable business results while improving adoption, retention, and expansion. The role is focused on delivering a consistent, scalable customer success approach that creates a strong experience throughout the customer journey.

This manager acts as a coach, internal advocate for the customer, and cross-functional partner to strengthen relationships, improve team performance, and contribute to business growth. The ideal candidate brings hands-on people leadership, strong operational execution, excellent communication, and a genuine commitment to customer outcomes and continuous improvement.

Responsibilities

• Manage, mentor, and grow a Customer Success team so customers receive a high-quality experience and meaningful results.
• Create a team culture centered on ownership, teamwork, ongoing learning, and customer-first thinking.
• Set clear objectives, performance standards, and individual growth plans for team members.
• Support recruiting, onboarding, and ongoing development for the team.
• Improve customer adoption, value delivery, retention, and expansion through effective success planning and execution.
• Ensure the team follows consistent engagement practices and manages customer risk proactively.
• Track customer health, identify patterns and warning signs, and guide early intervention where needed.
• Act as an escalation contact for difficult customer issues and help drive resolution.
• Work closely with Sales and Account Management to support renewals and growth opportunities.
• Build and refine scalable customer success processes, playbooks, and best practices.
• Use customer insights and performance data to strengthen outcomes and team effectiveness.
• Partner with Implementations, Support, Product, and Sales to create a smooth customer experience.
• Maintain strong execution, consistency, and accountability across the Customer Success function.
• Represent customer feedback to internal teams and turn it into actionable recommendations.
• Contribute to customer success strategy, planning, and broader organizational growth efforts.
• Help evolve customer engagement models, tools, and programs to improve scale and impact.

Requirements

• At least 5 years of experience in Customer Success, Account Management, Professional Services, or another customer-facing SaaS role.
• At least 2 years of experience leading, coaching, or managing customer-facing teams.
• Proven ability to improve adoption, retention, and customer satisfaction.
• Experience creating or refining customer-facing processes and operating frameworks.
• Background in scaled Customer Success, digital engagement programs, customer segmentation, or tech-touch models is strongly preferred.
• Strong analytical and problem-solving ability, with comfort using data to guide decisions.
• Excellent verbal, written, presentation, and relationship-building skills.
• Ability to collaborate effectively across functions and influence stakeholders.
• Experience using customer success platforms, CRM systems, and reporting tools.
• Exposure to Environmental Health & Safety, Risk Management, Compliance, or similar industries is an advantage.
• Demonstrated leadership presence, sound judgment, accountability, and a bias for action.
• Strong organization and prioritization skills in a fast-moving environment.
• Ability to build trust, inspire performance, and retain strong team members.
• Alignment with Novara’s values and a process-oriented mindset focused on scale and repeatability.

Compensation and Benefits

The base salary range for this role is $85,000 to $95,000 annually, with an annual bonus opportunity of 15%.

Novara offers a comprehensive benefits package that includes medical, dental, and vision coverage; flexible spending accounts; PTO; paid and floating holidays; a 401(k) with company match and immediate vesting; company-paid life insurance; employee assistance programs; and no-cost mental health benefits.

Additional Information

Novara welcomes candidates from all backgrounds and encourages people to apply even if they do not meet every qualification listed. The company values an inclusive and authentic workplace.

AI tools may be used during initial resume screening to help identify qualified applicants more efficiently. Final hiring decisions are reviewed by a human recruiter and are not made solely by automated systems.

Novara is an equal opportunity employer and makes employment decisions without regard to protected characteristics under applicable federal, state, and local laws.

All selected employees must verify identity and work authorization in the United States and complete the required employment eligibility verification forms after hire.

If a disability-related accommodation or assistance is needed, candidates may contact hr@novara.com.

Candidate privacy notice is available from the company.