Role SummaryThe Senior Manager, Customer Support & Success is the strategic owner of Novo's most critical 1:1 customer touchpoints - from complex escalations and collections recovery to a proactive customer success motion you'll get to build from scratch. This is a player-coach role: you will lead a small, high-performing team while staying close to the work yourself. You will operate with significant autonomy, bring consistency and customer obsession, and shape what this function looks like two to three years from now.
About the RoleEscalations & Collections - Raise the bar- 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
Customer Obsession- 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
Customer Success - Build the motion- 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
Differentiated Experiences at scale- 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
Cross-functional leadership- 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
Requirements for the Role- 6+ years in Customer Success, Support leadership, RevOps, Client experience, CX Enablement, with meaningful time in a builder or scale-up environment
- Background in fintech, banking, lending or SMB financial services strongly preferred - you understand the stakes of financial products for small business owners
- 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
What Success Looks Like- You have a clear picture of the current state - what's working, what's broken, and where the biggest opportunities are
- A customer success framework is designed and in early execution, with defined playbooks and impact for onboarding, health, credit attach and retention
- Escalation and recovery processes have measurably improved, with tighter measurable outcomes and better closed-loop resolution
- You strengthened how Customer Support and Success work together, how we spot risks, manage escalations and turn customer feedback into clear actions for Product and Engineering.
- BPO quality standards are documented and a feedback cadence with Enablement and Vendor Management is running consistently
- You are seen as the voice of the customer in cross-functional rooms - trusted across Customer Operations, Product, Growth and Engineering alike
