Senior Manager, Customer Support & Success
NovoSmall Business company
New York, United StatesManager
GGV Capital
Stripes
137 Ventures
Notable Capital
SPAR Ventures
Bossa Invest
Operations & Strategy
About the role
TL;DR
Lead customer support and success initiatives, building customer success functions and improving escalation processes.
- •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.
- •This is a player-coach role where you will lead a small, high-performing team while staying close to the work yourself.
- •Key Responsibilities Lead escalation specialists and collections & recovery agents handling Novo's most complex, high-stakes issues.
- •Define and continuously improve escalation runbooks, SLAs, and closed-loop resolution processes.
- •Help design and stand up Novo’s Customer Success function, from engagement frameworks to retention playbooks and customer health metrics.
- •Represent the frontline and customer voice in product launches and roadmap, so we build the right experiences.
- •Provide executive-ready reporting on product friction, customer experience quality, risk trends, and customer sentiment with clear recommendations.
- •Requirements 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.
- •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.
- •Experience with CX tools including CRMs like Kustomer, Jira, BI tools.
Required skills
Revenue OperationsJiraExcelPowerPoint
Domain expertise
fintech
Tech stack
JiraExcelPowerPoint
