The Associate Client Success Manager supports customer success initiatives, executes lifecycle programs, monitors customer engagement, and ensures effective onboarding and adoption strategies.
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 Associate Client Success Manager (ACSM) is part of Novara’s Scaled Customer Success team, supporting a large portfolio of long-tail customers through 1:many, programmatic engagement.
This role is responsible for executing Customer Success programs, monitoring customer health and engagement, and reinforcing adoption across the customer lifecycle. The ACSM ensures customers receive clear, timely, and actionable guidance through digital-first and light-touch interactions.
Working within defined playbooks and lifecycle frameworks, the ACSM drives consistency and quality at scale by executing programs with precision, identifying customer signals, and surfacing insights to improve engagement and outcomes.
This is an early-career role focused on building foundational skills in Customer Success, data interpretation, and lifecycle management within a tech-touch operating model.
Responsibilities:
- Execute 1:many lifecycle programs including onboarding journeys, adoption campaigns, and targeted outreach.
- Work with marketing to create clear, concise, customer-ready written communications (emails, campaigns, in-product messaging) that drive adoption and engagement.
- Monitor customer data (usage, engagement, health scores) to identify risks, gaps, and trends.
- Surface insights to improve campaigns, content, and lifecycle programs.
- Deliver light-touch customer interactions (email, pooled outreach, webinars, office hours) to reinforce best practices.
- Guide customers to self-service resources and enablement content aligned to their lifecycle stage.
- Track customer progression against key milestones and flag deviations.
- Maintain accurate CRM and CS platform documentation, including activity tracking and RAID logs.
- Ensure customer engagement, risks, and value signals are documented to support renewal readiness.
- Escalate complex or high-risk scenarios to appropriate stakeholders.
- Capture recurring customer feedback to inform improvements to product and scaled programs.
Knowledge, Experience, Requirements:
- 1–2 years in a customer-facing or operational role (Customer Success, Support, Onboarding, or similar).
- Strong writing skills with the ability to communicate clearly and drive action in digital-first, 1:many formats.
- Foundational data literacy (ability to read dashboards and identify meaningful trends).
- Basic understanding of the SaaS customer lifecycle (onboarding, adoption, renewal).
- Ability to manage work across a high-volume customer segment with strong organization and attention to detail.
- Comfortable working within structured processes, playbooks, and automation tools.
- Familiarity with CRM and Customer Success platforms (Salesforce preferred).
- Bachelor’s degree or equivalent experience preferred.
Success Criteria:
- Executes Customer Success programs with accuracy, consistency, and attention to detail.
- Produces high-quality written communications that improve customer understanding and drive action.
- Identifies and escalates customer risks and engagement gaps early.
- Maintains high-quality documentation and process discipline.
- Contributes to improved adoption and engagement across a large, pooled segment.
- Demonstrates growth in data interpretation, lifecycle awareness, and scaled CS execution.
Compensation:
- Annual Base Salary Range of 50k-60k
- 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.
Please note that we may use AI tools to assist in the initial screening of resumes to help identify qualified candidates more efficiently. All decisions are reviewed by a human recruiter, and no hiring determination is made solely by automated means.
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.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
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