KPA

Client Success Manager

KPA

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $65,000 - $75,000 per year

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Medical
  • Dental
  • Vision
  • Flexible Spending Accounts
  • PTO
  • Paid Holidays
  • Floating Holidays
  • 401k with Company match and immediate vesting
  • Company-funded Life Insurance
  • Employee Assistance Programs
  • No-cost Mental Health Benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementSaaSsuccess plansanalytical skillsdata interpretation
Soft Skills
customer leadershipcommunicationexecutive presencecross-functional collaborationstakeholder relationshipsrisk management