Scaled Client Success Manager

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 Scaled Customer Success Manager (Scaled CSM) drives adoption, value realization, renewal readiness, and satisfaction across a large customer portfolio through digital first, programmatic engagement. The role uses automation, lifecycle campaigns, data signals, and one to many communication to deliver consistent, scalable customer experiences.

The Scaled CSM monitors customer telemetry, triages risks using structured RAID processes, executes targeted interventions, and partners closely with Marketing, Product, and Sales to ensure customers receive timely, relevant guidance and value.

This is a highly operational role focused on running digital programs, managing automated journeys, monitoring portfolio health, hosting webinars, refining customer ready content with Marketing, supporting Sales on renewals and expansion signals, and providing Product with actionable customer insights.

Responsibilities:

• Execute digital first customer engagement programs - including automated onboarding journeys, lifecycle campaigns, and in product messaging - to drive adoption and value for Novara customers.
• Monitor health scores, usage data, and behavioral signals to identify risks and opportunities; take proactive action using structured, scalable playbooks.
• Deliver one to many enablement sessions and content that reinforces best practices, product education, and measurable value delivery.
• Maintain a high quality, light touch renewal process - tracking milestones, addressing risks early, and partnering with Sales on expansion opportunities.
• Use digital tools, CS platforms, CRM systems, and automation workflows to execute programs, track account progression, and maintain accurate documentation.
• Apply RAID style tracking for risks, actions, issues, and decisions across the portfolio to ensure visibility and consistency.
• Collaborate with Marketing, Support, Product, Revenue Operations, and Sales to refine lifecycle programs, improve messaging, and remove blockers that impact scaled customers.
• Provide structured feedback to cross functional teams on customer patterns, adoption insights, segmentation, and opportunities for product or content improvements.
• Follow CS processes and standards for documentation, EBR summaries, health analysis, and customer communications to ensure quality and consistency.
  
  
  

Knowledge, Experience, Requirements:

• 1–3 years in SaaS customer success, onboarding, support, customer programs, or similar customer facing roles.
• Experience managing many customers simultaneously using digital, automated, or programmatic engagement strategies.
• Strong analytical skills with the ability to interpret customer telemetry, segment data, and translate insights into action.
• Excellent written and digital communication skills; ability to engage customers clearly and concisely in one to many formats.
• Comfort using CRM, CS platforms, email sequencing tools, webinar tools, and digital engagement systems.
• Ability to follow structured processes, track KPIs, and maintain highly disciplined documentation.
• Bachelor’s degree or equivalent experience; experience in lifecycle marketing, CS Ops, or scaled motions is a plus.
  
  
  

Success Criteria:

• Drives strong adoption milestones, measurable customer outcomes, and improved health scores across a large portfolio using consistent, repeatable plays.
• Maintains predictable renewal rates and low unmanaged churn across scaled segments by proactively mitigating risks surfaced by health data and behavioral signals.
• Demonstrates operational excellence through disciplined use of processes, documentation standards, automation workflows, and digital program execution.
• Strengthens cross functional alignment by identifying cohort trends, communicating actionable insights, and influencing improvements to digital content, product experience, and lifecycle campaigns.
  
  
  

Compensation:

• Annual Base Salary Range of 60k-65k
• Annual Bonus Opportunity of 7.5%
  
  
  

As a growing company, Novara values its employees by supporting them with a full benefits package including 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, and No-cost Mental Health Benefits.

About Novara

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.

Novara, a Providence Equity portfolio company, 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.

Novara launched January 1 2026, as an independent company, a spin-off of the Flex and RMC software businesses formerly part of KPA.

Don’t meet every job requirement? At Novara, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.

Novara is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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