Senior Manager, Customer Success & Support (Strategy)

Novo; Stati Uniti; In loco; USD 140.000 - 190.000; Tempo pieno

Descrizione del lavoro

Novo is seeking a Senior Manager, Customer Support & Success to own Novo's 1:1 customer touchpoints—from complex escalations and collections recovery to a proactive customer success motion you’ll build from scratch. This player-coach role leads a small team with autonomy and a clear vision for the function two to three years out.

You will partner with Enablement, Product, Marketing and Vendor Operations to design great experiences, set standards, and drive retention.

Competenze

• 6+ years in Customer Success, Support leadership, RevOps or CX Enablement.
• Experience building CS programs from the ground up in mid-maturity orgs.
• Strong analytical instincts and ability to translate customer feedback into product/service improvements.

Mansioni

• Lead escalation specialists and collections & recovery agents.
• Own the frontline customer experience framework and drive improvements.
• Partner with Enablement, Product, Marketing, and Vendor Operations to scale CX.

Conoscenze

Customer success leadership

Escalation management

Data-driven decision making

Team coaching

Strumenti

Kustomer

Jira

BI tools

Descrizione del lavoro

Novo is seeking a Senior Manager, Customer Support & Success to own Novo's 1:1 customer touchpoints—from complex escalations and collections recovery to a proactive customer success motion you’ll build from scratch. This player-coach role leads a small team with autonomy and a clear vision for the function two to three years out.

You will partner with Enablement, Product, Marketing and Vendor Operations to design great experiences, set standards, and drive retention.