Senior Director, Enterprise Growth

At Nova Credit, our mission is to power a more fair and inclusive financial system for the world. We are on our way to accomplishing this mission by rewiring the financial industry with better credit infrastructure, analytics, and workflows, enabling more people to access credit opportunities. Our cross-border credit product, Credit Passport®, cash flow underwriting product, Cash AtlasTM, and income verification product, Income Navigator, are trusted by leading organizations like American Express, Verizon, HSBC, SoFi, Scotiabank, and Yardi to help them reach valuable new applicants from traditionally credit excluded populations. With support from investors Canapi Ventures, Kleiner Perkins, General Catalyst, and Index Ventures, as well as industry veterans from Goldman Sachs, JP Morgan, and Citi, Nova Credit is revolutionizing the way lending is done. We were recently named Forbes' Best Startup Employers 2024 and Fast Company's World's Most Innovative Companies 2024. As the Senior Director of Enterprise Growth, you will report directly to our Chief Customer Officer and be tasked with driving enterprise customer engagement, boosting product adoption, enhancing renewal rates, and delivering measurable business value to accelerate our customers' digital journeys. You will operate with a data-driven mindset, utilizing analytical insights to solve problems and implement actionable growth strategies. Additionally, you will focus on driving customer satisfaction, retention, and growth, with responsibilities encompassing strategic planning, client relationship management, team leadership, and revenue growth. We're seeking a strategic, hands-on leader with a proven track record in SaaS. You'll be instrumental in hiring and developing top post-sales talent, fostering a customer-centric culture, and mastering the enterprise growth and marketing customer motion. If you're passionate about financial inclusion, thrive in a collaborative environment, and are excited to help take Nova Credit's Growth Team to new heights, we want to hear from you!

KEY RESPONSIBILITIES:

• Build and Lead a Winning Team: Assemble and sustain a high-performing team of Growth Managers who align with our values and growth focus.
• Drive Growth: Collaborate with Sales, Marketing, and Product teams to craft and execute growth strategies that deliver clear business value.
• Evolve the Team: Refine our growth approach to engage strategically with customers using data-driven insights.
• Strategic Leadership: Set and execute strategies that drive revenue growth and ensure an outstanding customer experience.
• Customer Advocacy: Oversee increased product usage and strong renewals and identify upselling opportunities. Establish yourself as a trusted advisor, especially at the Senior Director level.
• Data-Driven Decision Making: Track customer adoption and ROI, using data to drive insights and decisions. Develop content and materials to enhance customer adoption in collaboration with marketing.
• Best Practices: Establish and implement growth best practices and processes. Internally, serve as the voice of the customer, providing valuable feedback to engineering, marketing, and sales.

WITHIN THE FIRST MONTH, YOU'LL:

• Meet with the Post-Sales team and understand our organizational structure
• Get introduced to your team’s portfolio of enterprise customers
• Dive deep into understanding Nova Credit’s product and digital journey workflows
• Get to know your fellow Novans
• Develop 30-60-90 goals in partnership with CCO

WITHIN THE FIRST QUARTER YOU'LL:

• Offer a view of the current growth model and provide an impact assessment outlining paths for streamlining and growth opportunities.
• Set measurable goals for the account management team aligning with company objectives. These could include customer retention rates, customer satisfaction (CSAT) scores, Net Promoter Score (NPS), upsell/cross-sell rates, and revenue growth.
• Develop a clear strategy for segmenting accounts (e.g., high-value vs. low-value) to prioritize resources. High-value accounts should receive more personalized attention.
• Meet with key customers and develop connections; create account plans, including growth strategies, risk management, and opportunities for upselling/cross-selling.
• Demonstrate knowledge of Credit Passport, Income Navigator, and Cash Atlas and where to unlock growth opportunities within our top-tier accounts via data-driven insights.

WITHIN THE FIRST YEAR, YOU'LL HAVE:

• Improved customer retention and satisfaction rates.
• Increased revenue from existing accounts through expansion initiatives.
• Met or exceeded financial goals (revenue, retention, NPS).
• Developed a high-performing, collaborative growth management team.
• Implemented scalable processes that support future growth.
• Established a system of regular reporting on account performance and client health.

YOUR SKILL SET:

• Experience and Leadership: 5+ years in a consultative role with a proven ability to scale teams for growth and think analytically. 3+ years in professional services within financial services, demonstrating experience in consultative solutions. Demonstrated success in building and inspiring diverse teams that deliver revenue-driving results and strategies to deepen relationships with key stakeholders within client organizations.
• Revenue Generating Mindset: Proven success at identifying and capitalizing on opportunities to increase revenue within the existing client base through expanded use cases and product lines. Ability to grow the footprint of existing accounts by deepening relationships with key stakeholders within client organizations.
• Customer-Centric Approach: Solve problems using first principles, focusing on customer needs and innovative solutions. You're enthusiastic about tackling problems with fresh approaches and challenging status-quo thinking.
• Analytical Skills: Lead with data-winning analytics that drive decisions and create compelling narratives that support complex business questions.

Everyone is welcome at Nova Credit. We are an equal-opportunity employer where diversity and inclusion are central pillars of our company strategy. We seek applicants who understand, embrace, and thrive in a multicultural and globalized world. We do not discriminate on the basis of any protected class, including race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We do not consider criminal history until a conditional offer of employment has been made. We encourage all qualified candidates, including those with a criminal history, to apply.