• Manage the full customer success lifecycle, from onboarding to retention • Serve customers (L1 and L2) via chat, email and video calls in English • Ensure prompt, high-quality responses • Manage overflow (escalation and de-escalation) to L3 • Identify churn risks and act proactively to mitigate them • Build and monitor customer health metrics (NPS, CSAT, churn rate, product adoption) • Collaborate with Product, Sales and Engineering teams to report feedback and bugs • Create and update support materials, such as FAQs, tutorials and documentation • Conduct periodic customer surveys to ensure continuous engagement

• Manage the full customer success lifecycle, from onboarding through retention • Support customers (Tier 1 and Tier 2) via chat, email, and video calls in English, ensuring fast, high-quality responses • Handle overflow escalations to and from Tier 3 • Identify churn risks and take proactive steps to mitigate them • Build and monitor customer health metrics (NPS, CSAT, churn rate, product adoption) • Collaborate with Product, Sales, and Engineering teams to report feedback and bugs • Create and update support materials such as FAQs, tutorials, and documentation • Conduct regular customer surveys to maintain ongoing engagement

• 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.

Job Title: Customer Success Manager Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for client calls, QBRs, and support escalations) About the Role: Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships. Responsibilities: Onboarding & Adoption: - Lead client onboarding sessions and establish success criteria. - Configure accounts, deliver product training, and ensure smooth implementation. - Track early adoption metrics to identify gaps. Relationship Management: - Manage a portfolio of 20–40 active accounts, depending on client size. - Serve as the primary point of contact for client stakeholders. - Conduct regular check-ins and strategic reviews. Proactive Engagement: - Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards. - Identify at-risk accounts early and execute playbooks to re-engage them. - Deliver quarterly business reviews (QBRs) to align on goals and ROI. Support & Escalation: - Triage support issues and escalate to technical teams as needed. - Track resolution and ensure client satisfaction post-issue. Growth & Retention: - Identify upsell/cross-sell opportunities based on client needs. - Collaborate with sales teams to expand accounts while maintaining renewals. - Track renewal pipeline and prepare contracts for review. Reporting & Feedback: - Prepare reports on client health, usage, and renewal status. - Capture client feedback and relay to product/engineering teams for improvements. What Makes You a Perfect Fit: - Excellent communicator with executive presence and consultative skills. - Empathetic listener who balances client needs with business objectives. - Organized multitasker who thrives managing multiple accounts. - Comfortable owning revenue responsibility through retention and expansion. Required Experience & Skills (Minimum): - 2–3 years in customer success, account management, or client-facing roles. - Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango). - Strong presentation skills for client-facing reviews and demos. - Proven ability to manage client relationships and drive renewals. Ideal Experience & Skills: - 3–5 years CSM/AM experience with revenue targets. - Industry background in SaaS, professional services, or B2B technology. - Familiarity with NPS, CSAT, and customer health scoring. - Experience creating client-facing collateral (playbooks, decks, case studies). What Does a Typical Day Look Like? A CSM’s day revolves around driving client value and ensuring account health. You will: - Start by reviewing dashboards to identify at-risk accounts or upsell opportunities. - Hold client calls, ranging from onboarding sessions to strategic QBRs. - Coordinate internally with support, product, and sales to resolve issues or align strategies. - Prepare renewal forecasts and track contract timelines. - Document client interactions in CRM and update health scores. - End the day reviewing feedback and usage metrics, preparing actionable recommendations for clients. In essence: you are the client’s trusted advisor and the company’s revenue guardian, ensuring relationships are long-lasting, productive, and mutually beneficial. Key Metrics for Success (KPIs): - Net Revenue Retention (NRR) ≥ 100%. - Renewal rate ≥ 90–95%. - Expansion/upsell targets achieved. - Client health scores consistently maintained/improved. - Positive client satisfaction scores (NPS, CSAT). Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., roleplay a QBR or prepare an account health plan) - Client Interview with Sales/CS Leadership - Offer & Background Verification #LI-AG1