Senior Client Success Manager

Novara· Remote·22h ago

SeniorFull-timeRemote

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:

The Senior Client Success Manager (Senior CSM) is responsible for leading Novara's most strategic customer relationships by serving as an executive advisor, developing long-term customer strategies, and driving measurable business outcomes that strengthen customer partnerships and accelerate growth.

The Senior CSM partners directly with executive stakeholders to understand organizational priorities, align Novara's solutions to strategic business initiatives, and lead complex adoption, transformation, and value realization efforts across enterprise customers.

Operating with significant autonomy, the Senior CSM shapes customer strategy, influences executive decision-making, leads cross-functional customer initiatives, and serves as the executive quarterback for assigned accounts. This role represents the Voice of the Customer internally while mentoring Client Success Managers and contributing to the evolution of Novara's Customer Success strategy and operating model.

This role carries direct accountability for executive relationship management, strategic account health, Gross Revenue Retention (GRR), Net Revenue Retention (NRR), executive renewal strategy, customer advocacy, and organizational influence.