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 Atlas™, 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'll report directly to our Chief Customer Officer. Your mission is to drive enterprise customer engagement, boost product adoption, enhance renewal rates, and deliver measurable business value to accelerate our customers' digital journeys. This person will operate from a data-driven mindset, applying an analytical overlay to problem-solve and drive actionable growth strategies for our customers.  
This person will drive customer satisfaction, retention, and growth. Your responsibilities will span 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 hig