Lead and develop a team of Customer Success Managers to drive adoption, retention, and expansion. Establish scalable CS processes, monitor customer health, resolve escalations, and partner cross-functionally with Sales, Product, Support, and Implementations. Use data and customer insights to improve outcomes, support renewals and growth, and represent the voice of the customer to inform strategy and operational improvements.
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Position Description
Reporting to the Director, Customer Success and Implementations, the Manager, Customer Success is responsible for leading and developing a team of Customer Success Managers focused on helping customers achieve meaningful business outcomes while driving adoption, retention, and growth.
This role ensures the consistent execution of Novara's Customer Success methodology through scalable, repeatable processes that deliver a high-quality customer experience across the customer lifecycle. The Manager, Customer Success serves as a coach and customer advocate, partnering cross-functionally to strengthen customer relationships, improve team performance, and support company growth.
The ideal candidate combines strong people leadership, operational discipline, and exceptional communication skills with a passion for customer outcomes and continuous improvement.
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.
Leadership & Team Development
Customer Success & Retention
Operational Excellence
Strategic Contribution
Knowledge, Experience, Requirements:
- 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.
- Experience with scaled Customer Success, digital customer engagement programs, customer segmentation, or tech-touch success models is highly desirable.
- 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 in Environmental Health & Safety (EHS), Risk Management, Compliance, or related industries is a plus.
Success Criteria:
- A relentless focus on customer experience, customer outcomes, and value realization.
- Strong leadership presence and a positive, professional communication style.
- The ability to inspire, develop, and retain high-performing team members.
- A process-oriented mindset with a passion for building scalable, repeatable programs.
- Sound judgment, accountability, and a bias toward action.
- Strong organizational and prioritization skills in a fast-paced environment.
- A collaborative approach that builds trust and drives results across teams.
- Consistent demonstration of Novara's core values in leadership, decision-making, and customer interactions.
The successful candidate will demonstrate:
Compensation:
Annual Base Salary Range of 85k-95k
Annual Bonus Opportunity of 15%
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.
About Novara
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara, a Providence Equity portfolio company, provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara launched January 1 2026, as an independent company, a spin-off of the Flex and RMC software businesses formerly part of KPA.
Don’t meet every job requirement? At Novara, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
Please note that we may use AI tools to assist in the initial screening of resumes to help identify qualified candidates more efficiently. All decisions are reviewed by a human recruiter, and no hiring determination is made solely by automated means.
Novara is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
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