Customer Success Manager

Job Summary

As a Customer Success Manager within the Customer Success Department, you will play a pivotal role in managing and nurturing relationships with our clients across the US. Reporting to and working closely with the Customer Success Team Lead, US, you will drive customer outcomes, retention, and growth. This role requires deep experience in managing clients, a consultative approach, and the ability to lead by influence, ensuring the successful execution of business and departmental strategies.

What You'll Be Doing

• Take ownership of managing and growing relationships with key clients, ensuring their long-term success and satisfaction.
• Strategically evolve and implement best practices in customer success, ensuring consistent, scalable, and impactful delivery across the client base.
• Serve as a trusted advisor, driving client adoption, expansion, and renewals by aligning solutions to client goals and objectives.
• Partner closely with internal teams, including Sales, Product, and Marketing, to ensure seamless client experiences and drive overall retention and growth metrics.
• Lead executive business reviews and ensure regular, structured client engagement to drive value realization.
• Identify risks and opportunities within accounts and proactively engage in mitigating potential churn or dissatisfaction.
• Promote the value of Customer Success internally and externally, representing the voice of the client across various business functions.
• Contribute to the development of scalable processes and tools to enhance customer success delivery across the organization.
• Ensure alignment with departmental KPIs, including NPS, gross retention, net retention, and customer satisfaction scores.
• Keep the Head of Customer Success informed of client health, project status, and any issues that may impact performance or key objectives.
• Address and resolve client issues promptly, escalating when necessary to ensure a high level of service delivery.
• Actively participate in cross-functional initiatives, special projects, and leadership meetings to drive strategic growth for the customer success department.

About You

• Proven experience managing clients, delivering best-in-class customer success practices, and driving measurable outcomes.
• Strong consultative skills – ability to uncover client needs, challenge assumptions constructively, and provide strategic guidance to drive value.
• Able to inspire and influence cross-functional teams to ensure customer engagement, adoption, and retention goals are consistently achieved or exceeded.
• Data-driven mindset with the ability to analyze complex information, identify insights, and make informed decisions to improve customer outcomes.
• Exceptional communication skills – confident and capable of managing executive-level stakeholders, both written and verbal.
• Skilled at building and maintaining strong relationships, driving customer satisfaction, and fostering trust.
• Demonstrated innovation and creative problem-solving to drive continuous improvement in processes and client engagements.
• Effective at managing multiple projects simultaneously and ensuring timely delivery.
• Resilient and adaptable, with the ability to respond to evolving client needs and market conditions.
• Supporting Customers in the Private Equity, Finance, or ESG space, and a plus if those were through a SaaS platform.

Important Notes

• This role is US-based with hybrid work from our New York office (2 days in office)
• Applicants must be eligible to work in the United States; Novata is unable to support visa sponsorship for this role at this time

Benefits

• Competitive salary plus stock options
• Generous PTO policy including public holidays
• Comprehensive health, dental, and vision coverage
• 401(k) plan with employer match
• Purpose-driven, inclusive culture
• The opportunity to be part of a growing team at the forefront of ESG and private markets innovation

Why Join Us?

Novata is a mission-first company built to enable the private markets to drive more impact.  We are at the unique intersection of ESG, the private markets, and mission driven impact.  We are well-funded, have a top tier executive leadership team. We have a highly aggressive growth plan to establish ourselves as the industry leader of ESG with immediate plans for product and international expansion.

Members of our leadership team have been globally recognized for their success as leaders of large public companies, founders of successful startups, leaders of established ESG organizations, and builders of robust tech platforms. We are passionate, highly motivated, and experienced individuals who embrace our diverse backgrounds. Together, we will become the platform of choice and a catalyst for a change in the way business is done.