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 Client Success Manager (CSM) is responsible for driving customer outcomes, retention, and expansion across a defined portfolio of accounts. This role ensures customers achieve measurable value from Novara’s solutions by aligning product capabilities to business objectives, reinforcing adoption, and demonstrating ROI throughout the customer lifecycle. Operating as a trusted advisor, the CSM builds strong stakeholder relationships, leads structured success planning, and proactively manages risk to ensure customers remain on track toward renewal and growth. The role requires strong customer leadership, commercial awareness, and cross-functional collaboration with Sales, Product, Marketing, and Support to deliver a consistent, high-quality customer experience. This is a core, customer-facing role with direct accountability for Gross Retention Rate (GRR) and Net Revenue Retention (NRR), including renewal readiness and expansion identification. Responsibilities: - Build and maintain strong, trust-based relationships with key customer stakeholders, acting as a strategic partner aligned to their business goals. - Develop and execute structured success plans that connect product usage to measurable customer outcomes and value realization. - Drive customer onboarding, adoption, and ongoing engagement to ensure customers achieve key milestones and time-to-value. - Partner with Client Account Executives on Quarterly and Executive Business Reviews (QBRs/EBRs), demonstrating ROI, progress against goals, and opportunities for deeper value realization. - Monitor customer health, usage data, and sentiment to proactively identify risks, inform adoption and engagement strategies, and execute mitigation plans using structured frameworks and product insights (e.g., Pendo). - Partner closely with Sales to support renewal and expansion efforts by identifying opportunities, validating value, and maintaining accurate account context. - Maintain high-quality CRM and Customer Success platform documentation, including success plans, customer interactions, risks, and outcomes. - Collaborate cross-functionally with Product, Marketing, Support, and Revenue Operations to resolve issues, improve customer experience, and influence product and content strategy. - Follow established Customer Success playbooks, processes, and standards to ensure consistency, scalability, and quality across the customer lifecycle. Knowledge, Experience, Requirements: - 3–5 years in Customer Success, Account Management, or similar customer-facing SaaS roles. - Proven ability to manage a portfolio of accounts with responsibility for retention and growth outcomes. - Strong communication and executive presence, with the ability to lead structured business reviews and customer conversations. - Experience building and executing success plans aligned to customer business objectives and measurable outcomes. - Commercial awareness with experience supporting renewals and identifying expansion opportunities. - Proficiency with CRM and Customer Success platforms (Salesforce preferred). - Strong analytical skills with the ability to interpret customer usage data and translate insights into action. - Experience in Hazardous Industries or Safety and Risk Management is strongly preferred. - Bachelor’s degree or equivalent experience preferred. Success Criteria: - Drives strong Gross Retention Rate (GRR) and Net Revenue Retention (NRR) across assigned portfolio by ensuring customers achieve measurable value and remain on track toward renewal and expansion. - Demonstrates the ability to connect product usage to customer business outcomes, reinforcing value and strengthening long-term account stability. - Proactively identifies and mitigates risks, reducing churn and improving overall customer health and engagement. - Builds trusted relationships with customer stakeholders and consistently delivers high-quality, customer-ready experiences. - Collaborates effectively across cross-functional teams to align on customer needs, remove blockers, and improve the overall customer journey. - Executes Customer Success processes with discipline, maintaining accurate documentation, structured success plans, and consistent lifecycle engagement. Compensation:Annual Base Salary Range of 65k-75k Annual On Target Earnings of 85k-95k 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. If you need assistance or an accommodation due to a disability, you may contact us at hr@novara.com. Please see our Candidate Privacy Notice here

About the Role: We are looking for a Remote Itinerary & Booking Assistant to support clients with organizing travel details and assisting with reservation preparation. This role focuses on customer service, itinerary coordination, and ensuring accurate trip information is gathered and maintained. The ideal candidate is organized, resourceful, and comfortable working independently in a virtual environment. Responsibilities: • Assist clients with preparing itinerary details for upcoming trips • Support the booking process by gathering required information from clients • Research accommodations, transportation options, and destination details • Organize trip information, confirmations, and documentation • Provide clear communication and customer service throughout the planning process • Maintain accurate records and update internal systems as needed • Coordinate follow-ups and scheduling to ensure all client needs are addressed • Monitor itinerary components to ensure accuracy and completeness • Perform general administrative and travel support tasks Qualifications: • Strong organizational and multi-tasking skills • Clear written and verbal communication abilities • Ability to work remotely with consistent follow-through • Comfort using online tools, systems, and digital research • Customer service, administrative, or coordination experience preferred • Detail-oriented and dependable in completing assigned tasks Work Environment: • Fully remote position • Flexible scheduling • Training and ongoing guidance provided If you enjoy assisting clients, staying organized, and supporting the coordination of seamless itineraries, this role provides a structured environment to develop your skills in booking and travel preparation. $45,000 - $65,000 a year

Who We Are Goodway Group is one of AdAge's 2025's BEST PLACES TO WORK! As an independent and remote-first media and marketing services firm with a 90+ year history, Goodway Group has the security of an established company combined with a start-up feel. With leading data-driven and technology-enabled digital media and marketing services firm with teams in the U.S. and the UK, our diverse team of digital strategists, media practitioners, technologists and data scientists have won the most prestigious awards for innovative marketing technology, impactful work and inclusive remote-first places to work including being honored as a multiyear winner in Ad Age Best Places to Work, Ad Exchanger's Best Use of Technology by an Agency Award and two MarTech Breakthrough Awards and a certified service partner to The Trade Desk. We are prioritizing candidates located in Brazil, Colombia, Peru and Mexico for this role. The Client Coordinator (CC) is the executional and operational backbone of the client partnership, responsible for ensuring accuracy, follow through, and momentum across client work. This role supports day--to---day client management by owning task tracking, documentation, and coordination across internal teams, making sure nothing slips through the cracks. The Client Coordinator works closely with Client Managers, Client Strategy Leads, and media activation teams to translate plans into action. While not responsible for strategy or client direction, this role plays a critical part in enabling successful delivery by managing inputs, timelines, and communication hygiene. The Client Coordinator is occasionally client facing and is expected to represent- Goodway with professionalism, clarity, and reliability. This role is an entry point into client management and strategy paths, while also offering a long t-erm trajectory for those who excel in operational excellence and delivery leadership. What You’ll Do · Support day-to---day client work by tracking tasks, deliverables, timelines, and dependencies across teams. · Own documentation accuracy, including meeting notes, action items, trackers, and status updates. · Act as the primary liaison for task tracking between Client Managers, activation teams, analytics, and creative partners. · Ensure required inputs (assets, approvals, data, specs) are received on time to support launches and deliverables. · Flag delivery risks, missed dependencies, or timeline concerns early, proposing solutions or escalating as needed. · Support client onboarding by coordinating setup tasks, documentation, access, and internal handoffs. · Assist with client project management outside of campaigns (e.g., pilots, tests, reporting transitions, process changes). · Support preparation for client meetings, QBRs, and planning sessions (materials, agendas, notes, follow-ups-). · Occasionally participate in client meetings, sharing updates, capturing feedback, and managing follow-ups-. · Maintain organized records and shared documentation so teams can easily access the latest information. · Partner with Client Ops (if applicable) to articulate client team workflow needs and acts as a liaison to help teammates successfully adopt and sustain new workflows. How You’ll Know You’re Succeeding · Documentation, trackers, and notes are consistently accurate, up to date, and trusted by internal teams. · Tasks and deliverables are completed on time with minimal follow-up required-. · Client Managers and Strategy Leads feel supported, informed, and confident in delivery readiness. · Risks and issues are identified early, preventing last-minute escalations. · Teams describe you as responsive, reliable, and detail oriented. Check us out at www.goodwaygroup.com to learn more! If you identify as a female candidate, and feel you can do this role even if there are a few things perhaps you've not done, please apply anyway! Goodway Group is 70% Female! We realize that men tend to apply for jobs when they can meet around 60% of the requirements for the role, where women tend to only apply when they know they meet 100% of the requirements. Goodway Group is human-first, constantly working to become more inclusive and to make sure our employee population reflects our desire to constantly add to our diversity in all ways. We want applications from everyone, regardless of race, creed, color, religion, sex, sexual orientation, gender identity, national origin, marital status, citizen status, age, disability, military or protected veteran status, genetic predisposition or carrier status or any other legally protected status.

Role Description As a Senior Client Success Manager, you will serve as the primary relationship owner for a portfolio of strategic accounts. You will act as the strategic point of contact throughout the client journey—leading onboarding, driving business outcomes, conducting business reviews, preparing for renewals, and identifying growth opportunities. Your goal is to ensure each client achieves measurable success with Rithum, while building strong partnerships that drive satisfaction, retention, and long-term value. - Strong communication, executive presence, commercial acumen, and cross-functional collaboration with Sales, Legal, Product, and Support. - Coach and mentor less experienced Client Success Managers. Responsibilities - Client Relationship Ownership - Serve as the primary relationship owner for a portfolio of strategic accounts across the full lifecycle—from onboarding through renewal and expansion. - Understand and align to each client’s business objectives, industry context, and success measures. - Conduct regular business reviews and success checkpoints to communicate progress and reinforce impact. - Proactively engage clients to understand their evolving needs and position Rithum’s offerings accordingly. - Manage escalations with professionalism, urgency, and confidence to maintain strong client trust. - Client Success Management - Lead onboarding and implementation efforts, ensuring a strong start through customized guidance and strategic alignment. - Build consultative relationships that connect Rithum’s solutions to the client’s business strategy and challenges. - Monitor account health using data and client insights to proactively identify risks and develop mitigation strategies. - Facilitate enablement sessions that improve product adoption and drive business outcomes. - Partner cross-functionally with internal teams to surface client feedback and influence roadmap priorities. - Coach and mentor less experienced Client Success Managers to support team growth and consistency. - Growth & Expansion - Identify and nurture opportunities for upsell and cross-sell that align to the client’s strategic goals and current usage. - Partner with Account Executives to support account planning and execute expansion strategies. - Position new capabilities and services in the context of client needs and competitive pressures. - Support the development of growth plans that help clients realize additional value from their investment in Rithum. - Renewals Management - Own and execute the renewal process for each account, ensuring accuracy, timeliness, and alignment with client expectations. - Collaborate with Sales, Legal, and Finance on contract terms, packaging changes, pricing, and approvals. - Provide clear, early forecasts of renewal likelihood and engage proactively to address risks. - Navigate renewal conversations with client stakeholders with transparency and a focus on long-term value. Qualifications - 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment. - Demonstrated ability to support strategic accounts—clients with broad, complex stakeholder landscapes, high expectations for partnership, and significant revenue potential. - Strong executive presence and experience managing escalations and high-stakes conversations with senior client stakeholders. - Demonstrated proficiency in client relationship management, communication, and internal collaboration. - Strong verbal and written communication skills, including the ability to engage and influence client stakeholders at multiple levels. - Contract management and renewal experience, partnering with procurement teams or legal stakeholders. - Familiarity with strategic account planning and enterprise procurement or legal processes. - Excellent organizational skills and the ability to manage multiple priorities effectively. - High proficiency with Salesforce and related tools to manage account workflows and maintain data accuracy. - Prior eCommerce or eCommerce SaaS experience. Preferred Qualifications - Bachelor's degree in business, Marketing, Communications, or related field. - 5+ years of progressive experience in client-facing roles, with a demonstrated growth path to support increasingly complex and strategic accounts. - Experience supporting client enablement and training and using data-driven insights to guide decisions. - Proficiency with Client Success platforms (e.g., Gainsight) and the ability to leverage client data (NPS, CSAT, adoption metrics) to manage risk and drive impact. Travel Required - Up to 10% Benefits - Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1. - A 6% 401(k) match. - Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days. - 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave. - Accident, critical illness, and hospital indemnity insurance. - Pet insurance. - Legal assistance and identity theft insurance plans. - Life insurance 2x salary. - Access to the Calm app and the Employee Assistance Program. - $65/month Remote work stipend for internet. - Culture and team-building activities. - Tuition assistance. - Career development opportunities. - Charitable contribution match up to $250 per year.