Customer Success Manager

Novata is a public benefit corporation founded by a unique consortium of leading foundations and private-sector organizations, including the Ford Foundation, the Omidyar Network, S&P Global, and Hamilton Lane. Our mission is to empower the private markets to build a more inclusive and sustainable form of capitalism. We do this by providing best-in-class technology and tools to help clients collect, analyze, benchmark, and report ESG (Environmental, Social, Governance) data.

With a diverse, experienced, and mission-driven team, we are building a company that values both performance and purpose.

Novata is proud to have acquired Atlas Metrics to expand our global reach and expand our product innovation. Together, we make sustainability even simpler for private markets. Now, 400+ clients and over 13,000 companies worldwide count on Novata to make collecting, reporting, and acting on sustainability data easy.

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.

• 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.

• 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…