Scaled Associate Client Success Manager at Novara in Remote

Summary: Novara is a company that provides safety and operational risk management software. They are seeking an Associate Client Success Manager to support a large portfolio of customers by executing Customer Success programs and ensuring customers receive timely guidance throughout their lifecycle. 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 Required Qualifications: - 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) Preferred Qualifications: - Bachelor's degree or equivalent experience preferred Required Skills: Customer Success, Customer Support, Customer Onboarding, Data literacy, SaaS customer lifecycle, CRM platforms, Customer Success platforms, Salesforce Benefits: 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, No-cost Mental Health Benefits