Senior Customer Success Manager (North America)
New York, NY
Go-To-Market /
Full-time - Permanent /
Remote
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 get access to 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.
Customer Success Managers at Nova Credit are charged with retaining & growing revenue from Nova Credit’s existing customers. We are highly consultative in our approach and believe in building deep, trust-based relationships with our customers.
This role will manage a portfolio of enterprise customers totaling $1M+ in ARR across North America, spanning industries such as credit cards, international student lending, and more. We’re looking for someone who can successfully navigate complex partner organizations to unlock expansion opportunities that fuel rapid revenue growth, in addition to serving as a day-to-day point of contact for our customers on how to optimize their current spending. The role will be cross-functional in nature, working closely with Nova Credit’s product, engineering, marketing, finance, and legal teams.
Customer Success Managers report to our post-sales team's Senior Director of Customer Success. This is a full-time role with travel to Nova Credit offices (New York and San Francisco) and client sites required ~25% of the time. Work location is flexible within the contiguous US, with a preference for the US East Coast or Toronto, Canada.
WITHIN THE FIRST MONTH, YOU'LL:
- Understand Nova Credit’s value, business model, and products
- Meet your customers and begin defining account plans driving adoption, usage, and revenue
WITHIN THE FIRST QUARTER, YOU'LL:
- Master the Credit Passport and Cash Atlas product technology, including the basics of optimizing API integration, user experience, customer acquisition, and credit risk decisioning amongst financial institutions
- Proactively establish external relationships and lead business reviews, interfacing with C-suite executives to align to joint business objectives and agree to a mutual success plan
- Resolve critical customer issues spanning from customer outages to custom solutions
WITHIN THE FIRST YEAR, YOU'LL:
- Deliver significant revenue growth in line with company projections
- Qualify expansion opportunities for your accounts spanning marketing, credit policy, and technology, including up-sells and/or cross-sells
- Serve as Nova’s “voice of the customer” by surfacing customer feedback and advocating for roadmap priorities that strengthen customer value
Qualifications:
- 8+ years experience as an Account Manager, Customer Success Manager, or other customer-facing advisory role, ideally with experience growing revenue for customers in the financial services industry;
- High level of autonomy in delivering multi-stakeholder initiatives - Ability to take full ownership of your customer portfolio and make key decisions to deliver ambitious business outcomes. This includes deciding when to include our executive team in customer escalations, defining de-escalation plans, mobilizing cross-functional teams to solution customer requests, and executing a mix of high vs mid-touch engagement commensurate with the growth potential of your customers
- A mind for technology - we’ll teach you about Nova Credit’s products, but our customers and products are inherently technical, and you should have the curiosity to learn and creatively problem-solve
- Entrepreneurial mindset - Proactively seek out opportunities to drive revenue and make the judgment call on when to build an entirely new process. Adaptable to hybrid work settings and resourceful in a fast-paced, lean environment (wearing multiple hats)
$128,000 - $163,000 a year
The Base Salary Range is for U.S.-based candidates and is dependent on individual experience, skills, education, location, and qualifications. This role is also eligible for incentive compensation and/or commission-based earnings.
We consider all elements of compensation as a part of the value we provide to Novans. This may include base salary, equity grants, incentive compensation for eligible roles, professional development, flexible PTO, and tenure rewards. We offer U.S.-based Novans competitive, employer-subsidized medical, dental, and vision plans, in addition to mental health and wellness benefits and a range of other benefits & perks.
Everyone is welcome at Nova Credit. We are an equal opportunity employer where our diversity and inclusion are central pillars to our company strategy. We look for applicants who understand, embrace, and thrive in a multicultural and increasingly globalized world. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
