VP of Customer Retention

Job Summary

Leading customer retention strategies, the full-time remote VP of Customer Retention will analyze client portfolios, develop retention playbooks, and design a subscription-based Value-Added Services offering to enhance client engagement and reduce portfolio runoff.

Key Responsibilities

• Analyze client servicing portfolios to identify runoff risks and recapture opportunities, delivering executive-level assessments to top clients
• Build a standardized library of retention and recapture playbooks and educate Customer Success Managers on effective strategies
• Design and launch a subscription-based Value-Added Services offering, defining service tiers, pricing, and performance metrics

Required Qualifications

• 12+ years of experience in mortgage banking, servicing, portfolio analytics, and retention leadership
• Deep understanding of mortgage servicing portfolios and customer lifecycle management
• Proven ability to create scalable programs or playbooks from portfolio and customer data
• Experience in building or monetizing subscription or professional services offerings is a plus
• Strong quantitative and portfolio-analytics background with executive-level communication skills