Senior Manager, Customer Support & Success

Overview

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 to be built from scratch. This is a player-coach role leading a small, high-performing team.

What you'll do

• 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, owning how recovery work is done and how it lands with customers, delivering against targets
• Own the model for great Novo support experiences, the framework the frontline is held to
• Bring the standard to life through partnership with Enablement (training, rubrics, QA) and Workforce & Vendor Operations (consistent delivery across the BPO frontline)
• Represent the frontline and customer voice in product launches and roadmap
• Lead, coach and enable the team, setting clear priorities and expectations focused on customers and CX
• Help design and stand up Novo's Customer Success function, including engagement frameworks, retention playbooks and customer health metrics
• Measure the retention your teams influence, including saves, recovery and at-risk relationships, 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 learnings from reactive support tickets to proactive outbound campaigns in partnership with Marketing, Growth and other stakeholder teams
• Partner with Marketing, Product, Enablement and Support Operations to drive 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
• Build feedback loops that continuously inform training, tooling, and process improvements across BPO and internal teams
• Partner with internal Customer Operations, 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
• Manage dependencies and escalations proactively and keep programs on track
• Work cross-functionally to break down ambiguous issues, isolate root causes and drive investigations

What you'll need

• 6+ years in Customer Success, Support leadership, RevOps, Client experience, or 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: able to pull apart customer data, identify meaningful signals, and generate insights that drive decisions
• Exceptional empathy, advocating for the human experience in an automated environment and modeling that standard for your team
• Sharp operator who translates customer friction into structured process improvements with measurable outcomes
• Builder's mindset with a bias for action, energized by ambiguity, able to create clarity and frameworks where none exist, with a focus 2-3 years out
• People developer who invests in growing the team, creates stretch opportunities, and thinks about succession even when the team is small
• Collaborative by nature, building coalitions and defining winning in terms of shared outcomes across partner teams
• Experience with CX tools including CRMs such as Kustomer, Jira, and BI tools

Nice to have

• Background in fintech, banking, lending or SMB financial services, which is strongly preferred

Details

• Remote, US
• Novo has offices in NYC and India