VP, Customer Retention & Loyalty

The position of VP, Customer Retention & Loyalty is being offered by a partner company managing all applications and next steps. We are seeking a strategic customer retention leader to transform data, analytics, and industry expertise into scalable loyalty and growth solutions.

Accountabilities

• Analyze client portfolios using customer intelligence, servicing, origination, credit, property, and behavioral data to identify retention risks and revenue opportunities.
• Develop standardized portfolio health assessment methodologies to measure runoff risk, recapture potential, cross-sell opportunities, and customer value.
• Quantify financial impact from retention initiatives and prioritize opportunities across different client segments.
• Partner with Product and Data Engineering teams to improve analytics models related to customer behavior, retention likelihood, and growth opportunities.
• Deliver executive-level portfolio assessments and strategic recommendations to key clients.
• Build and maintain a comprehensive library of retention and recapture playbooks covering customer lifecycle strategies, refinancing retention, purchase recapture, home equity growth, and cross-selling.
• Enable Customer Success teams with training, frameworks, ROI tools, campaign examples, and industry benchmarks.
• Act as a strategic advisor and escalation resource for complex retention discussions with enterprise customers.
• Design and launch a subscription-based value-added services offering focused on retention expertise, analytics, and advisory support.
• Define service packages, pricing models, delivery approaches, and success metrics for new revenue streams.
• Partner with Sales, Finance, Product, and leadership teams to develop go-to-market strategies and support revenue growth.
• Establish measurement frameworks connecting retention programs to customer outcomes, including reduced churn, improved recapture rates, and increased lifetime value.

Requirements

• 12+ years of experience in mortgage banking, servicing, portfolio analytics, customer retention, or related leadership roles.
• Deep understanding of mortgage servicing portfolios, retention strategies, refinance behavior, purchase recapture, home equity lending, and customer lifecycle management.
• Proven experience transforming customer and portfolio data into standardized programs, frameworks, or playbooks that scale across organizations.
• Strong analytical background with the ability to evaluate customer data, identify business opportunities, and communicate insights effectively.
• Experience developing, packaging, or monetizing subscription services, advisory offerings, or professional services is highly valued.
• Ability to collaborate with executive stakeholders and influence strategy across Customer Success, Product, Sales, Data, and Finance teams.
• Strong business acumen with experience connecting customer outcomes to revenue growth.
• Exceptional communication, presentation, and leadership skills, including experience engaging senior executives.
• Ability to operate effectively in a high-visibility, build-from-scratch environment.

Benefits

• Competitive base salary range of $200,000 - $225,000 annually, with additional bonus eligibility based on performance and company results.
• Employee stock option plan participation.
• Medical, dental, and vision insurance coverage.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Company-paid life insurance, short-term disability, and long-term disability coverage.
• Paid parental leave.
• 401(k) retirement plan with employer match.
• Opportunity to work remotely in a high-impact executive leadership role.
• Ability to influence the development of new customer retention capabilities and revenue streams.