Senior Client Success Manager

KPA

Senior Client Success Manager leading strategic customer relationships for Novara's safety and operational risk management software. Responsible for executive advising and driving measurable business outcomes.

Posted 7/21/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing customer success strategies that drive executive engagement, retention, and measurable business outcomes. Proficient in leading complex customer escalations and fostering cross-functional collaboration to enhance customer experience and organizational scalability.

Highest-signal resume keywords

Customer Success ManagementExecutive CommunicationGross Revenue Retention (GRR)Net Revenue Retention (NRR)Customer Relationship Management (CRM)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success StrategiesAccount ManagementBusiness Reviews (QBRs/EBRs)Analytical SkillsValue RealizationOrganizational Change ManagementBusiness Performance MetricsCustomer AdoptionRisk Mitigation StrategiesStakeholder Management

Soft Skills

Negotiation SkillsRelationship ManagementInfluencing Without AuthorityCoaching and MentoringPresentation Skills

Tools & Technologies

SalesforceCustomer Success PlatformsBusiness Intelligence ToolsVitallyPendo

Industry Keywords

SaaSEnterprise Account ManagementHazardous IndustriesSafety and Risk ManagementCustomer Health Assessments

About the role

Key responsibilities & impact

Develop and maintain executive-level relationships with senior customer stakeholders, serving as a trusted strategic advisor throughout the partnership.
Define long-term customer success strategies that align Novara's platform capabilities with enterprise business initiatives and measurable organizational outcomes.
Lead Business Reviews (QBRs/EBRs) that demonstrate executive-level value realization, ROI, strategic recommendations, and business transformation opportunities.
Drive executive alignment around adoption strategy, organizational change management, customer maturity, and long-term roadmap planning.
Develop comprehensive account strategies that improve executive engagement, adoption, customer maturity, retention, advocacy, and expansion.
Anticipate business risks through executive engagement, customer health, product usage, operational metrics, and market awareness, proactively leading mitigation strategies before issues impact customer outcomes.
Lead complex customer escalations by coordinating executive communications and mobilizing cross-functional resources to resolution.
Partner strategically with Client Account Executives to shape executive renewal strategies, validate business outcomes, and identify enterprise expansion opportunities.
Serve as the Voice of the Customer by influencing Product strategy, lifecycle design, digital engagement programs, enablement content, and operational improvements.
Lead strategic Customer Success initiatives that improve methodologies, lifecycle processes, customer experience, and organizational scalability.
Mentor Associate Client Success Managers and Client Success Managers through coaching, executive communication development, account strategy, and customer leadership.
Establish and promote Customer Success best practices across the organization while helping raise the overall capability of the Customer Success team.
Maintain executive-level account documentation, including strategic Account & Success Plans, stakeholder maps, executive priorities, customer health assessments, business risks, and organizational objectives.

Requirements

What you’ll need

5+ years of Customer Success, Enterprise Account Management, Strategic Account Management, or related SaaS experience.
Demonstrated success managing enterprise or strategic accounts with executive-level relationships.
Proven track record improving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer adoption, and long-term account growth.
Experience leading Executive Business Reviews (EBRs), value realization discussions, and executive stakeholder meetings.
Strong business acumen with the ability to connect customer objectives to measurable business outcomes and ROI.
Excellent executive communication, presentation, negotiation, and relationship management skills.
Demonstrated ability to influence without authority across Sales, Product, Support, Professional Services, Marketing, and Executive Leadership.
Experience developing customer success strategies for complex, multi-stakeholder organizations.
Strong analytical skills with the ability to interpret customer health, product usage, adoption trends, and business performance metrics.
Advanced experience with Customer Success platforms, CRM systems, and business intelligence tools (Salesforce preferred; experience with platforms such as Vitally and Pendo is highly desirable).
Experience in Hazardous Industries or Safety and Risk Management is strongly preferred.
Bachelor’s degree or equivalent experience preferred.

Benefits

Comp & perks

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