[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.ResponsibilitiesLead, coach, and develop a team of Customer Success Managers to deliver exceptional customer experiences and business outcomesFoster a high-performance culture built on accountability, collaboration, continuous learning, and customer focusEstablish clear goals, performance expectations, and development plans for team membersSupport hiring, onboarding, and ongoing professional development initiativesDrive customer adoption, value realization, retention, and expansion through effective customer success strategies and executionEnsure consistent customer engagement practices, success planning, and risk management across the teamMonitor customer health, identify trends and risks, and guide proactive intervention strategiesServe as an escalation point for complex customer situations and support successful resolutionPartner with Sales and Account Management to support renewal and growth opportunitiesDevelop and continuously improve scalable and repeatable Customer Success processes, playbooks, and best practicesLeverage customer insights and performance metrics to improve customer outcomes and team effectivenessPartner with Implementations, Support, Product, and Sales to deliver a seamless customer experienceDrive operational consistency, accountability, and execution across the Customer Success organizationRepresent the voice of the customer and provide actionable feedback to internal stakeholdersContribute to Customer Success strategy, planning, and organizational growth initiativesSupport the evolution of customer engagement models, tools, and programs that improve scalability and customer impactSkills5+ years of experience in Customer Success, Account Management, Professional Services, or customer-facing SaaS roles2+ years of experience leading, coaching, or managing customer-facing teamsDemonstrated success driving customer adoption, retention, and customer satisfactionExperience building or improving customer-facing processes and operational frameworksStrong analytical and problem-solving skills with the ability to leverage data to drive decisions and outcomesExceptional communication, presentation, and relationship-building skillsProven ability to collaborate effectively across cross-functional teamsExperience with customer success platforms, CRM systems, and reporting toolsExperience with scaled Customer Success, digital customer engagement programs, customer segmentation, or tech-touch success models is highly desirableExperience in Environmental Health & Safety (EHS), Risk Management, Compliance, or related industries is a plusBenefitsAnnual Bonus Opportunity of 15%MedicalDentalVisionFlexible Spending AccountsPTOPaid and Floating Holidays401k with Company match and immediate vestingCompany-funded Life InsuranceEmployee Assistance ProgramsNo-cost Mental Health BenefitsCompany OverviewNovara is a safety and operational risk management software company that serves high-risk industries. It was founded in 2026, and is headquartered in Westminster, Colorado, USA, with a workforce of 51-200 employees. Its website is https://novara.com/.