[Remote] Manager, Customer Success

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