Manager,CustomerSuccess

## Description 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 Reporting to the Director, Customer Success and Implementations, the Manager, Customer Success is responsible for leading and developing a team of Customer Success Managers focused on helping customers achieve meaningful business outcomes while driving adoption, retention, and growth. This role ensures the consistent execution of Novara's Customer Success methodology through scalable, repeatable processes that deliver a high-quality customer experience across the customer lifecycle. The Manager, Customer Success serves as a coach and customer advocate, partnering cross-functionally to strengthen customer relationships, improve team performance, and support company growth. The ideal candidate combines strong people leadership, operational discipline, and exceptional communication skills with a passion for customer outcomes and continuous improvement. ## Responsibilities Leadership & Team Development Lead, coach, and develop a team of Customer Success Managers to deliver exceptional customer experiences and business outcomes. Foster a high-performance culture built on accountability, collaboration, continuous learning, and customer focus. Establish clear goals, performance expectations, and development plans for team members. Support hiring, onboarding, and ongoing professional development initiatives. Customer Success & Retention Drive customer adoption, value realization, retention, and expansion through effective customer success strategies and execution. Ensure c