novara - Senior Client Success Manager
Requirements
• 5+ years of Customer Success, Enterprise Account Management, Strategic Account Management, or related SaaS experience. • Demonstrated success managing enterprise or strategic accounts with executive-level relationships. • Proven track record improving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer adoption, and long-term account growth. • Experience leading Executive Business Reviews (EBRs), value realization discussions, and executive stakeholder meetings. • Strong business acumen with the ability to connect customer objectives to measurable business outcomes and ROI. • Excellent executive communication, presentation, negotiation, and relationship management skills. • Demonstrated ability to influence without authority across Sales, Product, Support, Professional Services, Marketing, and Executive Leadership. • Experience developing customer success strategies for complex, multi-stakeholder organizations. • Strong analytical skills with the ability to interpret customer health, product usage, adoption trends, and business performance metrics. • Advanced experience with Customer Success platforms, CRM systems, and business intelligence tools (Salesforce preferred; experience with platforms such as Vitally and Pendo is highly desirable). • Experience in Hazardous Industries or Safety and Risk Management is strongly preferred. • Bachelor’s degree or equivalent experience preferred. • ## Success Criteria: • Consistently deliver industry-leading Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across Novara's most strategic customer portfolio. • Shape customer strategy by aligning executive business priorities with measurable customer outcomes and long-term value realization. • Build executive partnerships that position Novara as a trusted strategic business advisor. • Demonstrate exceptional executive presence, influencing organizational decision-making and customer transformation initiatives. • Anticipate and mitigate strategic business risks before they impact customer health, retention, or executive confidence. • Consistently influence expansion opportunities through strategic planning, executive alignment, and demonstrated business outcomes. • Lead cross-functional customer initiatives that improve customer experience, operational excellence, and organizational alignment. • Serve as a recognized thought leader within the Customer Success organization by mentoring colleagues, establishing best practices, and contributing to the evolution of Novara's Customer Success methodology. • Champion operational excellence through disciplined execution, executive-level account planning, and continuous improvement of Customer Success standards.
Responsibilities
• Develop and maintain executive-level relationships with senior customer stakeholders, serving as a trusted strategic advisor throughout the partnership. • Define long-term customer success strategies that align Novara's platform capabilities with enterprise business initiatives and measurable organizational outcomes. • Lead Business Reviews (QBRs/EBRs) that demonstrate executive-level value realization, ROI, strategic recommendations, and business transformation opportunities. • Drive executive alignment around adoption strategy, organizational change management, customer maturity, and long-term roadmap planning. • Develop comprehensive account strategies that improve executive engagement, adoption, customer maturity, retention, advocacy, and expansion. • Anticipate business risks through executive engagement, customer health, product usage, operational metrics, and market awareness, proactively leading mitigation strategies before issues impact customer outcomes. • Lead complex customer escalations by coordinating executive communications and mobilizing cross-functional resources to resolution. • Partner strategically with Client Account Executives to shape executive renewal strategies, validate business outcomes, and identify enterprise expansion opportunities. • Serve as the Voice of the Customer by influencing Product strategy, lifecycle design, digital engagement programs, enablement content, and operational improvements. • Lead strategic Customer Success initiatives that improve methodologies, lifecycle processes, customer experience, and organizational scalability. • Mentor Associate Client Success Managers and Client Success Managers through coaching, executive communication development, account strategy, and customer leadership. • Establish and promote Customer Success best practices across the organization while helping raise the overall capability of the Customer Success team. • Maintain executive-level account documentation, including strategic Account & Success Plans, stakeholder maps, executive priorities, customer health assessments, business risks, and organizational objectives.
Benefits
• Annual Base Salary Range of 75k-85k Plus Quarterly Bonus Opportunity • Annual On Target Earnings Range of 110k-120k • 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.
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