Head of Sales & Customer Success

About OakNorth Credit Intelligence
A spinoff from OakNorth Bank, at OakNorth Credit Intelligence (ONCI) we are building a SaaS platform which transforms commercial lending by helping banks build deeper relationships with their clients, open new, more profitable opportunities, whilst delivering credit decisions up to ten times faster than traditional methods, with lower risk and greater efficiency. This came as a result of our realisation that despite small and medium sized companies (SMEs) being a powerful force in the economy, many of them find it difficult to raise capital during critical stages of their company growth. Traditional commercial lending is highly rigid often making them misaligned with a company’s requirements.  We aim to solve this problem at ONCI.

The Head of Sales and Customer Success leads ONci’s Sales and Customer Success teams and is responsible for driving revenue growth, expanding ONci’s customer base, and ensuring customer satisfaction and retention. Together with other members of the ONci Leadership Team, they establish overall direction and strategic initiatives of the company. They work closely with other departments (Product, Engineering, Content, Marketing, Finance, Legal and People Ops) to develop and implement sales and customer success strategies that align with ONci’s goals.

Responsibilities

• Develops and implements sales strategies to achieve or exceed revenue targets.
• Identifies and targets new business opportunities, markets, and partnerships in the US commercial banking sector – including identifying ideal customer profile (ICP) and undertaking total addressable market (TAM) analysis
• Establishes and maintains relationships with key decision-makers at targeted banks – including roles such as CEO, CFO, Head of Commercial Banking, Chief Credit Officer and Chief Risk Officer
• Collaborates with Marketing to develop effective lead generation, sales campaigns and account-based marketing campaigns
• Monitors and analyzes sales performance, market trends, and competitor activities to inform strategy adjustments
• Develops and maintains a deep understanding of ONci’s product offerings (ON Climate, ON Scenario Analysis and ON Monitoring) and value propositions (lend smarter, lend faster, lend more)
• Develops and implements customer success strategies to drive product adoption, customer satisfaction, retention and upsell
• Builds, manages, and coaches a high-performing customer success team – comprised of Director, Customer Success and Delivery Manager roles
• Establishes processes and best practices for onboarding, training, support, and account management
• Collaborates with Product and Engineering teams to prioritize customer feedback and ensure continuous product improvement
• Works closely with Product, Marketing, Finance, and other departments to align Sales and Customer Success initiatives with overall company objectives

Key Requirements

• Experience working with an early stage SaaS product and driving revenue and growth
• Bachelor’s degree in Business Administration, Marketing, Commerce, Finance, or a related field
• Master’s degree (or equivalent) or MBA is a plus
• Extensive experience in sales and/or customer success with financial services clients (ideally selling into banks)
• Proven track record of meeting or exceeding sales targets and driving customer satisfaction and retention
• Strong leadership, coaching & team management skills
• Excellent communication, negotiation, and interpersonal skills
• Knowledge of CRM systems (e.g. Salesforce) and sales enablement tools
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Familiarity with credit analysis and underwriting is a plus

About OakNorthSmall and medium-size enterprises (SME) are one of the biggest drivers of growth and innovation in economies all over the world. Despite these companies being a powerful force in the economy, many SMEs find it difficult to raise capital during critical stages of their company growth. Traditional commercial lending is optimised to make loans that are either too small to be effective or too large and expensive to be practical. At OakNorth, our mission is to help lenders fill this gap which we refer to as the “Missing Middle.” We are building a SaaS platform called the Credit Intelligence Suite which transforms commercial lending by helping banks build deeper relationships with their clients, open new, more profitable opportunities, whilst delivering credit decisions up to ten times faster than traditional models, with lower risk and greater efficiency. 
Our InvestorsOakNorth Holdings (the parent entity of OakNorth Bank plc and ONci) has an equity base of over $1.2bn, our investors include:  GIC, SMBC, Toscafund, Coltrane and SoftB