Senior Manager of Customer Support & Success, Novo
$145-165k
Senior and Expert level
Remote from US
Digital banking platform for small businesses
Open for applications
Digital banking platform for small businesses
201-500 employees
FintechB2BBanking
Open for applications
$145-165k
Senior and Expert level
Remote from US
201-500 employees
FintechB2BBanking
Company mission
To empower customers with their financial data and provide the most compelling banking experience possible.
Role
Who you are
- 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 the job involves
- 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 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
- 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: 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
- 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
Our take
While personal banking transactions are now very swift, these processes are frustratingly not as fast for business users. For smaller businesses, the costs of ensuring banking processes are well managed can be prohibitive, and keeping track of finances often utilises a wide range of apps.
Novo has created one app with a drag-and-drop interface to manage several financial apps in one place. This helps gain a clearer picture of transactional data more quickly. This is a developing market, providing both opportunity and competition from the likes of Lili, NorthOne, Brex and numerous other Neobanks.
Novo has racked up an impressive roster of SMB customers and has seen billions of dollars in lifetime transactions. It is also well-funded, affording it the position to scale up its app partnerships whilst consolidating its market position.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Top investors
29% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Nov 2022
$35m
SERIES B
Jan 2022
$90m
SERIES B
Total funding: $171.5m
Company benefits
- Work Life Balance - Set your own vacation days & enjoy flexible work options for a healthy work-life balance
- Modern Benefits - We invest in the holistic well-being of every team member by offering medical and mental health coverage, retirement assistance, and commuter benefits
- Professional Development - Grow your skills through in house training, online courses & industry conferences to ensure you're always ahead of the curve
- Workspace Your Way - Whether you're based in an office or working remotely, we provide the tools or financial support to make your workspace work for you
- We're A Fun Group - Be part of a diverse culture that believes in working hard and having fun at the same time!
- Cutting Edge Technology - Work with the latest tech to build a world-class product & transform SMB banking with our growing team
Company HQ
Financial District, New York, NY
Leadership
Michael Rangel
(Co-Founder & CEO)Their background lies in operations, having previously worked for Fairholme Capital Management and Smith Barney.
Tyler Mcintyre
(Co-Founder)MBA from Wharton. They are also an Angel investor.
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