Senior Product Manager-Customer Success

About Us:

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.

As the Customer Success PM, you’ll build the tools and systems that empower Novo’s CS agents to serve our customers faster and more effectively. You’ll own internal tooling, support workflows, and automation initiatives that reduce time-to-resolution and improve customer satisfaction. Your work will focus on efficiency, scalability, and delivering delightful experiences at scale – ensuring Novo can support a growing customer base without sacrificing quality.

Key Responsibilities

• Develop Product Vision and Strategy: Define and articulate the roadmap and vision for your product surface area, in alignment with company goals and market opportunities.

• Market Research: Perform deep customer and competitive analyses to uncover underserved needs and positioning advantages for Novo’s suite of products.

• Cross-Functional Leadership: Own end-to-end product execution, from requirements and wireframes to delivery and iteration, working closely with banking, engineering, design, compliance, finance, risk, commercial and marketing teams.

• Business Outcomes: Drive growth by defining KPIs, monitoring performance (e.g., adoption, utilization, total spend, yield, reward redemption), and continuously iterating based on insights.
  

What We’re Looking For

• 5- 7+ years in product management, with experience building internal tools or support platforms.

• Prior experience building internal tooling with a heavy emphasis on AI, Agentic workflows and tooling.

• Ability to translate customer experience needs into agent tooling requirements.
  Proven ability to own product from concept through launch

• Strong analytical skills: proficient with financial modeling, metrics, and iterative testing

• Skilled communicators who can collaborate with engineering, banking, risk/compliance, marketing, legal, and commercial teams, as well as external partners

• Customer-centric mindset with empathy for SMB challenges

• Proficiency in using AI and Code Gen tools, along with an interest in AI adoption

• Ability to quickly get up the learning curve in deeply understanding new domains

• (Nice-to-have) Experience building products for small business banking or B2B fintech

Who Will Succeed Here

As a PM at Novo, you’ll have a tangible impact by shaping financial products that empower entrepreneurs and small business owners across the country. You will love the work if:

• You thrive in ambiguity - you’re energized by building in a lean, fast-moving, evolving environment where not everything is figured out.

• You’re customer-obsessed - you always tie decisions back to what drives value for small business owners.

• You balance strategy with execution - you can zoom out to shape a long-term vision and zoom in to write a crisp product spec in the same day.

• You’re data-driven but pragmatic - you use metrics and financial models to guide choices, but you don’t get stuck in analysis paralysis.

• You embrace collaboration and challenges - you enjoy partnering with passionate teammates across engineering, banking, risk, legal, compliance, and design and fostering healthy debates to build best-in-class financial products and innovations.

• You’re a scrappy builder - you roll up your sleeves to build and get things done.

• You take ownership - you don’t just ship features, you take responsibility for business outcomes and iterate until they work.
  
  Ready to build the future of small business banking? Join us now as we create a new digital experience to help small companies thrive!