Senior Manager, Customer Support & Success

🕒 August 7

🇺🇸 United States – Remote

💵 $145k - $165k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 20%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Novo

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

💳 Fintech

🤝 B2B

🏦 Banking

💰 $35M Series B on 2022-11

Fintech • B2B • Banking

Novo is a fintech company offering a range of banking services tailored for small businesses, freelancers, self-employed individuals, and consultants. Known for its user-friendly platform, Novo provides tools such as business banking accounts, credit cards, funding solutions, and bookkeeping with AI-powered transaction categorization. Novo integrates with top business tools and provides resources to help customers manage budgets, invoices, and financial insights. Offering secure, seamless banking services, Novo partners with banks like Middlesex Federal Savings to provide FDIC-insured deposit accounts.

📋 Description

• Lead escalation specialists and collections and recovery agents handling complex, high-stakes customer issues • Drive collection performance through data and performance metrics • Define and improve escalation runbooks, SLAs, and closed-loop resolution processes • Surface recurring issue trends and provide actionable feedback to Enablement, Product, and Engineering • Lead collections execution and recovery work against targets • Own the framework for excellent Novo support experiences • Partner with Enablement on training, rubrics, and QA, and with Workforce and Vendor Operations across the BPO frontline • Represent frontline and customer perspectives in product launches and roadmap decisions • Lead, coach, and enable the team while setting customer-focused priorities • Help design and establish Novo's Customer Success function, including engagement frameworks, retention playbooks, and customer health metrics • Measure retention outcomes and lead high-value retention plays for at-risk relationships • Develop proactive outbound campaigns with Marketing, Growth, and other stakeholders • Drive consistent, brand-aligned quality standards across customer touchpoints • Define when human empathy is required and ensure seamless automated-to-human support handoffs • Build scalable customer experiences based on segmentation • Create feedback loops informing training, tooling, and process improvements across BPO and internal teams • Partner with Customer Operations, Marketing, Compliance, Product, and Engineering across the customer lifecycle • Provide executive-ready reporting on product friction, experience quality, risk trends, and customer sentiment • Manage dependencies and escalations proactively and drive investigations into ambiguous problems • Establish customer success playbooks and impact measurement for onboarding, health, credit attach, and retention • Improve escalation, recovery, and support-success processes and strengthen BPO quality standards

🎯 Requirements

• 6+ years in Customer Success, Support leadership, RevOps, Client experience, or CX Enablement • Meaningful experience in a builder or scale-up environment • Background in fintech, banking, lending, or SMB financial services strongly preferred • Experience building CS or CX programs from the ground up in a mid-maturity organization • Proven impact on retention metrics such as NRR, CSAT, churn, or equivalent business outcomes • Understanding of customer health, segmentation, retention, and customer lifecycle • Strong analytical ability to interpret customer data and generate decision-driving insights • Exceptional empathy and advocacy for the human customer experience • Ability to translate customer friction into structured process improvements with measurable outcomes • Builder's mindset and ability to create clarity and frameworks amid ambiguity • Experience developing people and creating stretch opportunities • Collaborative approach to cross-functional work • Experience with CX tools, including CRMs such as Kustomer, Jira, and BI tools • Must be authorized to work in the United States • Must be able to work from a US state • Visa sponsorship question is included in the application form

🏖️ Benefits

• Positive, inclusive, supportive culture • Work with very new technologies and architecture patterns • Remote work arrangement

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