Note: The job is a remote job and is open to candidates in USA. Novara is a company that provides safety and operational risk management software to help organizations manage risks proactively. The Manager, Customer Success will lead a team of Customer Success Managers, focusing on customer adoption, retention, and growth while ensuring a high-quality customer experience throughout the customer lifecycle.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers to deliver exceptional customer experiences and business outcomes
- Foster a high-performance culture built on accountability, collaboration, continuous learning, and customer focus
- Establish clear goals, performance expectations, and development plans for team members
- Support hiring, onboarding, and ongoing professional development initiatives
- Drive customer adoption, value realization, retention, and expansion through effective customer success strategies and execution
- Ensure consistent customer engagement practices, success planning, and risk management across the team
- Monitor customer health, identify trends and risks, and guide proactive intervention strategies
- Serve as an escalation point for complex customer situations and support successful resolution
- Partner with Sales and Account Management to support renewal and growth opportunities
- Develop and continuously improve scalable and repeatable Customer Success processes, playbooks, and best practices
- Leverage customer insights and performance metrics to improve customer outcomes and team effectiveness
- Partner with Implementations, Support, Product, and Sales to deliver a seamless customer experience
- Drive operational consistency, accountability, and execution across the Customer Success organization
- Represent the voice of the customer and provide actionable feedback to internal stakeholders
- Contribute to Customer Success strategy, planning, and organizational growth initiatives
- Support the evolution of customer engagement models, tools, and programs that improve scalability and customer impact
Skills
- 5+ years of experience in Customer Success, Account Management, Professional Services, or customer-facing SaaS roles
- 2+ years of experience leading, coaching, or managing customer-facing teams
- Demonstrated success driving customer adoption, retention, and customer satisfaction
- Experience building or improving customer-facing processes and operational frameworks
- Strong analytical and problem-solving skills with the ability to leverage data to drive decisions and outcomes
- Exceptional communication, presentation, and relationship-building skills
- Proven ability to collaborate effectively across cross-functional teams
- Experience with customer success platforms, CRM systems, and reporting tools
- Experience with scaled Customer Success, digital customer engagement programs, customer segmentation, or tech-touch success models is highly desirable
- Experience in Environmental Health & Safety (EHS), Risk Management, Compliance, or related industries is a plus
Benefits
- Annual Bonus Opportunity of 15%
- 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
- No-cost Mental Health Benefits
Company Overview
Novara is a safety and operational risk management software company that serves high-risk industries. It was founded in 2026, and is headquartered in Westminster, Colorado, USA, with a workforce of 51-200 employees. Its website is https://novara.com/.