Senior Manager, Customer Support & Success

Small businesses are the backbone of the US economy, comprising almost half of the GDP and the private workforce. Yet, big banks don’t provide the access, assistance and modern tools that owners need to successfully grow their business.

We started Novo to challenge the status quo—we’re on a mission to increase the GDP of the modern entrepreneur by creating the go-to banking platform for small businesses (SMBs). Novo is flipping the script of the banking world, and we’re excited to lead the small business banking revolution.

At Novo, we’re here to help entrepreneurs, freelancers, startups and SMBs achieve their financial goals by empowering them with an operating system that makes business banking as easy as iOS. We developed modern bank accounts and tools to help to save time and increase cash flow. Our unique product integrations enable easy access to tracking payments, transferring money internationally, managing business transactions and more. We’ve made a big impact in a short amount of time, helping thousands of organizations access powerfully simple business banking.

• Novo is a rapidly growing series B fintech startup with a mission-driven team that’s passionate about helping every small business in America

• Positive, inclusive, supportive culture cheering you on your journey

• We work with very new technologies and architecture patterns

• Offices in NYC and India

Role Summary

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.

• 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

• 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
  
  Novo values diversity as a core tenant of the work we do and the businesses we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.