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Novo is a Series B fintech startup on a mission to build the go-to banking platform for small businesses. The company provides modern bank accounts and integrated tools that simplify business banking, payments, international transfers, and cash flow management.
As Senior Manager of Customer Support & Success, you will own Novo's most critical customer touchpoints and build the customer success function from the ground up. This is a player-coach role leading a small, high-performing team while staying hands-on with complex work.
Key responsibilities include:
Escalations & Collections: Lead specialists handling Novo's most complex, high-stakes customer issues. Define escalation runbooks, SLAs, and closed-loop resolution processes. Use data to drive collection performance and surface recurring issues for product and engineering teams. Own how recovery work is executed with care and customer empathy.
Customer Obsession: Define the framework for great Novo support experiences and bring it to life through partnerships with enablement, training, and QA. Represent the frontline and customer voice in product launches and roadmap decisions. Coach the team on clear priorities focused on customer outcomes. Turn recurring friction into structured feedback that improves product and operations.
Customer Success Motion: Design and build Novo's CS function from scratch, including engagement frameworks, retention playbooks, and health metrics. Measure retention impact across saves, recovery, and at-risk relationships. Lead high-value retention plays personally on critical accounts. Partner with marketing and growth to design proactive outbound campaigns informed by support insights.
Differentiated Experiences: Partner across marketing, product, enablement, and operations to drive consistent, brand-aligned quality standards. Define which customer moments require human empathy and ensure seamless handoffs from automation to human support. Build scalable experiences based on customer segmentation.
Cross-Functional Leadership: Collaborate with customer operations, marketing, compliance, product, and engineering across the full lifecycle. Provide executive-ready reporting on product friction, CX quality, risk trends, and customer sentiment with clear recommendations. Manage dependencies proactively and solve ambiguous problems by isolating root causes.
You'll need 6+ years in customer success, support leadership, RevOps, or CX enablement with meaningful experience in builder or scale-up environments. Fintech, banking, lending, or SMB financial services background is strongly preferred. Proven ability to build CS/CX programs from the ground up (not just optimize existing ones) and demonstrated impact on retention metrics (NRR, CSAT, churn) required.
