[Remote] Senior Manager, Customer Support & Success

Note: The job is a remote job and is open to candidates in USA. Novo is a fintech company building a modern banking platform and tools for small businesses. The Senior Manager, Customer Support & Success will lead escalations and collections, build Novo’s Customer Success function, improve customer experience programs, and manage cross-functional initiatives focused on retention, recovery, and customer feedback.

Responsibilities

• Lead escalation specialists and collections & recovery agents handling Novo's most complex, high-stakes issues
• Collaborate with partners to drive collection performance through data and performance metrics
• Define and continuously improve escalation runbooks, SLAs, and closed-loop resolution processes
• Surface recurring issue trends and translate them into structured, actionable feedback for Enablement, Product and Engineering
• Use data and customer insights to drive closed-loop resolution processes and proactive outbound campaigns
• Lead collections execution with care: own how recovery work is done and how it lands with customers, delivering against targets
• Own the model for great Novo support experiences - the framework our frontline is held to
• Bring the standard to life through partnership: work with Enablement to turn it into training, rubrics, and QA, and with Workforce & Vendor Operations to deliver it consistently across our BPO frontline
• Represent the frontline and customer voice in product launches and roadmap, so we build the right experiences
• Care deeply about the customer experience and know how to balance advocacy for the customer, with good internal judgement and prioritization
• Turn recurring friction into action: surface trends and translate them into structured feedback that improves the product and the frontline experience
• Lead, coach and enable the team, set clear priorities and expectations that focus on our customers and CX
• Help design and stand up Novo’s Customer Success function, from engagement frameworks to retention playbooks and customer health metrics
• Measure the retention your teams influence - the saves, recovery, and at-risk relationships your team touches and grow it as the motion matures
• Lead high-value retention plays directly, stepping in personally on at-risk relationships that need senior judgment
• Tie what we learn from reactive support tickets and design proactive outbound campaigns in partnership with Marketing, Growth and other stakeholder teams
• Partner with Marketing, Product, Enablement and Support Operations stakeholders to drive a consistent, brand-aligned quality standards
• Define which customer moments require human empathy and ensure seamless handoffs from automated to human support
• Partner across CustOps teams to build scalable experiences based on customer segmentation
• Partner with Enablement to represent the frontline perspective in product launches, ensuring we’re building the right customer experiences
• Build feedback loops that continuously inform training, tooling, and process improvements across BPO and internal teams
• Partner with internal Customer Operations leads, Marketing, Compliance, Product, and Engineering across the full customer lifecycle
• Provide executive-ready reporting on product friction, customer experience quality, risk trends, and customer sentiment with clear recommendations, not just observations
• Manage dependencies and escalations proactively; keep programs on track without needing to be asked
• Work cross functionally to solve big problems, with the ability to break down ambiguous issues, isolate root causes and drive investigations

Skills

• 6+ years in Customer Success, Support leadership, RevOps, Client experience, CX Enablement, with meaningful time in a builder or scale-up environment
• Demonstrated experience building CS or CX programs from the ground up in a mid-maturity organization, not only optimizing what already exists
• Proven impact on retention metrics: NRR, CSAT, churn, or equivalent business outcomes
• Solid understanding of customer health, segmentation, retention and customer lifecycle
• Strong analytical instincts - you can pull apart customer data, identify meaningful signals, and generate insights that drive decisions, not just dashboards
• Exceptional empathy - you advocate for the human experience in an automated environment and model that standard for your team
• Sharp operator - you translate customer friction into structured process improvements with measurable outcomes
• Builder's mindset - You have a bias for action and are energized by ambiguity, able to create clarity and frameworks where none exist, with a focus 2–3 years out, not just the next sprint
• People developer - you invest in growing your team, create stretch opportunities, and think about succession even when the team is small
• Collaborative by nature - you build coalitions and define winning in terms of shared outcomes across partner teams
• Experience with CX tools including CRMs like Kustomer, Jira, BI tools
• Background in fintech, banking, lending or SMB financial services strongly preferred — you understand the stakes of financial products for small business owners

Benefits

• Remote work arrangement
• Positive, inclusive, supportive culture cheering you on your journey

Company Overview