Senior Manager, Customer Support & Success

The 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 build from scratch. This is a player-coach role with significant autonomy, shaping the function over the next 2–3 years.

Escalations & 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, delivering against targets while ensuring a positive customer experience.

Customer Obsession

• Own the model for great Novo support experiences—the framework our frontline is held to.
• Bring the standard to life through partnership with Enablement (training, rubrics, QA) and Workforce & Vendor Operations (consistent delivery across BPO frontline).
• Represent the frontline and customer voice in product launches and roadmaps.
• Balance advocacy for the customer with internal judgment and prioritization.
• Turn recurring friction into action by surfacing trends and translating them into structured feedback for product and frontline experience improvements.
• Lead, coach, and enable the team, setting clear priorities focused on customers and CX.

Customer Success — Build the Motion

• Help design and stand up Novo’s Customer Success function, including engagement frameworks, retention playbooks, and customer health metrics.
• Measure retention impact—saves, recovery, and at-risk relationships—growing the motion as it matures.
• Lead high-value retention plays directly, stepping in on at-risk relationships requiring senior judgment.
• Tie reactive support insights to proactive outbound campaigns in partnership with Marketing, Growth, and other stakeholders.

Differentiated Experiences at Scale

• Partner with Marketing, Product, Enablement, and Support Operations to drive consistent, brand-aligned quality standards.
• Define human-empathy moments and ensure seamless handoffs from automated to human support.
• Build scalable experiences based on customer segmentation across CustOps teams.
• Partner with Enablement to represent frontline perspectives in product launches.
• Build feedback loops for continuous training, tooling, and process improvements across BPO and internal teams.

Cross-functional Leadership

• Partner with 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 sentiment with clear recommendations.
• Manage dependencies and escalations proactively, keeping programs on track.
• Solve big problems by breaking down ambiguity, isolating root causes, and driving investigations.

Requirements for the Role

• 6+ years in Customer Success, Support leadership, RevOps, Client experience, or CX Enablement, with experience in a builder or scale-up environment.
• Background in fintech, banking, lending, or SMB financial services strongly preferred.
• Demonstrated experience building CS or CX programs from the ground up in a mid-maturity organization.
• Proven impact on retention metrics: NRR, CSAT, churn, or equivalent business outcomes.
• Strong understanding of customer health, segmentation, retention, and lifecycle.
• Analytical instincts to pull apart customer data, identify signals, and drive decisions.
• Exceptional empathy for the human experience in automated environments.
• Sharp operator translating customer friction into measurable process improvements.
• Builder’s mindset with a bias for action, clarity, and long-term focus (2–3 years).
• Invests in team growth, succession planning, and stretch opportunities.
• Collaborative by nature, building coalitions and defining shared outcomes.
• Experience with CX tools like Kustomer, Jira, and BI tools.

What Success Looks Like

• A clear picture of current state—what’s working, what’s broken, and biggest opportunities.
• A designed customer success framework in early execution, with defined playbooks and impact for onboarding, health, credit attach, and retention.
• Improved escalation and recovery processes with tighter measurable outcomes and better closed-loop resolution.
• Strengthened collaboration between Customer Support and Success, risk management, and feedback loops for Product and Engineering.
• Documented BPO quality standards and a consistent feedback cadence with Enablement and Vendor Management.
• Trusted as the voice of the customer across Customer Operations, Product, Growth, and Engineering.