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2 months ago
Requirements and responsibilities
Position DescriptionThe 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.ResponsibilitiesExecute 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, Requirements1–2 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 CriteriaExecutes 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.CompensationAnnual Base Salary Range of 50k-60kAnnual Bonus Opportunity of 7.5%BenefitsMedicalDentalVisionFlexible Spending AccountsPTOPaid and Floating Holidays401k with Company match and immediate vestingCompany-funded Life InsuranceEmployee Assistance ProgramsNo-cost Mental Health BenefitsAbout NovaraNovara 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.
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