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Novata · 1 day ago

Customer Success Manager

New York, NY

Full-time

Hybrid

Mid, Senior Level

$100K/yr - $100K/yr

Novata is a public benefit corporation focused on empowering private markets with technology for ESG data management. As a Customer Success Manager, you will manage client relationships, drive customer outcomes, and ensure satisfaction while collaborating with internal teams to enhance client experiences.

Big DataFinancial ServicesInformation ServicesInformation TechnologySoftware

No H1B

Responsibilities

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

Qualification

Customer success managementConsultative skillsData-driven mindsetRelationship buildingProject managementSaaS experienceKnowledgeCommunication skillsProblem-solvingAdaptability

Required

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