Senior Manager, Customer Support & Success
New
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NovoFintech banking
Remote, USFull-TimeManager
Salary145,000 - 165,000 USD per year
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Job Details
- Experience
- 6+ years in Customer Success, Support leadership, RevOps, Client experience, CX Enablement
- Required Skills
- JiraCustomer Success
Requirements
- Bring 6+ years of experience in Customer Success, Support leadership, RevOps, Client Experience, or CX Enablement.
- Have meaningful experience in a builder or scale-up environment.
- Demonstrate experience building Customer Success or Customer Experience programs from the ground up in a mid-maturity organization.
- Show proven impact on retention metrics such as NRR, CSAT, or churn.
- Understand customer health, segmentation, retention, and the customer lifecycle.
- Analyze customer data, identify meaningful signals, and generate insights that inform decisions.
- Translate customer friction into structured process improvements with measurable outcomes.
- Demonstrate experience developing people and leading teams.
- Have experience with CX tools, including CRMs such as Kustomer, Jira, and BI tools.
- Fintech, banking, lending, or SMB financial services experience is strongly preferred.
Responsibilities
- Lead escalation specialists and collections and recovery agents handling complex customer issues.
- Improve escalation runbooks, SLAs, and closed-loop resolution processes.
- Use performance data and customer insights to improve collection performance and develop proactive outbound campaigns.
- Build Novo’s Customer Success function, including engagement frameworks, retention playbooks, and customer health metrics.
- Lead high-value retention efforts and personally support at-risk customer relationships.
- Define customer support standards and partner with Enablement and Workforce and Vendor Operations to apply them across the BPO frontline.
- Represent customer and frontline perspectives in product launches and roadmap discussions.
- Partner across Customer Operations, Marketing, Compliance, Product, and Engineering to address customer lifecycle issues.
- Provide executive-ready reporting on product friction, customer experience quality, risk trends, and customer sentiment.
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