Customer Success Lead

Rova

Job Overview

Location

Remote

Employment Type

Full-time

Work Arrangement

Hybrid

Sector

Customer Service & Support

Experience Level

Mid-level (3-5 years)

Application Deadline

March 7, 2026

About the Company

Rova is a dynamic company operating at the intersection of customer experience and product innovation. While specific details about Rova's industry are not explicitly stated, the emphasis on customer success, product development, and payments suggests a focus on technology-driven services, potentially within the fintech or e-commerce space. The company values a collaborative environment, with close partnerships between Customer Success, Product, Engineering, Payments, and Data teams. This structure indicates a commitment to leveraging customer insights to drive product evolution and enhance the overall user journey.

Job Description

We are seeking a strategic and results-oriented Customer Success Lead to spearhead the development and expansion of our Customer Success function. This role is crucial for enhancing customer experience and driving product growth.

You will be responsible for professionalizing our Customer Service and Quality Assurance teams, elevating service quality standards, and transforming customer feedback into actionable product insights that significantly impact our business.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Customer Success ManagementTeam LeadershipQuality AssuranceCustomer ResearchUser InsightsService DesignData AnalysisCRM Software (Zendesk, Intercom)Customer Feedback AnalysisProduct Development CollaborationPerformance Metrics MonitoringCustomer Journey MappingOnboardingPaymentsRetention StrategiesCross-functional Collaboration

Key Responsibilities

Lead, coach, and develop Customer Service & QA teams
Establish structured QA frameworks and quality benchmarks
Conduct in-depth customer interviews and focus groups to uncover root causes
Translate customer feedback into data-backed insights for Product & Engineering
Monitor and optimize CS metrics (CSAT, NPS, SLA performance)
Identify friction points across the customer journey (onboarding, payments, retention) and drive structural improvements
Partner cross-functionally to align customer experience with product roadmap