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.

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.

Client Success Manager

Key skills