VP, Customer Retention – Loyalty

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate client servicing portfolios by leveraging Customer IQ data enrichment and insights, along with servicing, origination, credit, and property information, to pinpoint the most significant sources of runoff risk and recapture opportunities.

• Develop a uniform portfolio health assessment framework that consistently scores risk and opportunity across all clients, irrespective of their size or portfolio composition.

• Calculate the financial exposure from runoff and potential earnings from recapture, HELOC growth, and cross-selling, while prioritizing which segments and clients to address first.

• Collaborate with Product and Data Engineering teams to construct and enhance analytical models for predicting runoff likelihood and cross-sell propensity at the borrower level.

• Present executive-level portfolio evaluations directly to key clients as a premier, high-touch engagement.

• Create a standardized repository of retention and recapture playbooks, including strategies for purchase recapture, refinance retention, HELOC/home equity growth, cross-sell/upsell, and comprehensive lifecycle marketing for consistent deployment by Customer Success.

• Train Customer Success Managers to ensure that every CSM can confidently guide clients on retention and recapture strategies, beyond just platform usage.

• Develop enablement materials such as workshop presentations, ROI calculators, industry benchmarks, sample campaign templates, and QBR frameworks that integrate retention insights into every client interaction.

• Act as an escalation resource and mentor for Customer Success in navigating complex retention strategy discussions with strategic accounts.

• Design and implement a subscription-based Value-Added Services offering that consolidates retention/recapture expertise, portfolio analytics, and ongoing advisory support into a premium service available to clients.

• Establish service tiers, pricing and packaging, delivery models (self-serve tools vs. white-glove advisory), and service-level commitments.

• Collaborate with Product, Finance, and Sales teams to formulate the business case, pricing model, and go-to-market strategy for the VAS line.

• Oversee performance and revenue goals for the VAS offering post-launch, adjusting based on client adoption and measured retention outcomes.

• Set success metrics that connect VAS subscription value directly to client outcomes, including reduced runoff, improved recapture rates, and increased customer lifetime value.

• Define the role of Customer IQ enrichment data and insights, Mortgage Inquiry Alerts, Equity Alerts, Rate Alerts, MLS Listing Alerts, Credit & Debt Enrichment, Credit Improvement Alerts, and Life Event Signals in supporting both the playbooks and the portfolio risk/opportunity analysis.

• Partner with Product and Engineering to advance Customer IQ and the broader retention technology ecosystem based on insights from client portfolio analysis, various data sources, and VAS delivery.

• Assist enterprise sales with retention/recapture ROI analyses, especially in competitive scenarios.

• Help quantify the anticipated ROI and business impact of Customer IQ and the VAS offering for potential clients.

⛳️ Requirements

• A minimum of 12 years of experience in mortgage banking, servicing, portfolio analytics, and retention leadership.

• Profound knowledge of mortgage servicing portfolios, including the measurement of recapture and retention rates, refinance behaviors, purchase recapture, home equity lending, and customer lifecycle management.

• Proven ability to transform portfolio and customer data into standardized programs or playbooks that can scale across multiple clients or business units, rather than being confined to a single institution.

• Experience in developing, packaging, or monetizing a subscription or professional services offering is advantageous.

• Strong quantitative skills and a background in portfolio analytics, combined with excellent executive-level communication abilities.

🏝️ Benefits

• Medical

• Dental

• Vision

• HSA (Health Savings Account)

• FSA (Flexible Spending Accounts)

• Company-paid Life Insurance

• Short-Term Disability

• Long-Term Disability

• Flexible Time-Off (FTO)

• Paid Parental Leave

• 401(k) with employer match