Totalexpert

VP, Customer Retention & Loyalty

Remote, US · Vp

No sponsorship$200k-$225kDetected 40 days ago

Data EngineeringSalesCustomer SuccessLeadershipCommunication

About the role

Since 2016 Total Expert has enabled more than seven trillion dollars of funded loan volume.
As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan.

Partner with Product and Data Engineering to build and refine analytic models for runoff likelihood and cross-sell propensity at the borrower level.
Deliver executive-level portfolio assessments directly to top clients as a flagship, high-touch engagement.
Build a standardized library of retention and recapture playbooks, purchase recapture, refinance retention, HELOC / home equity growth, cross-sell/upsell, and full lifecycle marketing that Customer Success can deploy consistently across the client base.
Create enablement assets: workshop decks, ROI calculators, industry benchmarks, sample campaign templates, and QBR frameworks that embed retention insight into every client touchpoint.
Design and launch a subscription-based Value-Added-Services offering that packages retention/recapture expertise, portfolio analytics, and ongoing advisory support as a premium service clients can subscribe to.
Partner with Product, Finance, and Sales to build the business case, pricing model, and go-to-market plan for the VAS line.
Own performance and revenue targets for the VAS offering post-launch, iterating based on client adoption and measured retention outcomes.
Partner with Product and Engineering to evolve Customer IQ and the broader retention technology stack based on findings from client portfolio analysis, various data sources, and VAS delivery.
Revenue Growth & Sales Support
Support enterprise sales with retention/recapture ROI analyses, particularly in competitive deals.

12+ years of mortgage banking, servicing, portfolio analytics, and retention leadership experience, ideally with exposure across banks, IMBs, credit unions, and large scale servicers.
Track record turning portfolio and customer data into standardized programs or playbooks that scale across many clients or business units, not just a single institution.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Analyze client servicing portfolios, using Customer IQ data enrichment and insights plus servicing, origination, credit, and property data, to identify the largest sources of runoff risk and recapture opportunity.

Serve as an escalation resource and coach for Customer Success on complex retention-strategy conversations with strategic accounts.
Define service tiers, pricing and packaging, delivery model (self-serve tooling vs. white-glove advisory), and service-level commitments.
Establish success metrics that tie

The anticipated base salary range for this role is $200,000 - $225,000 annually.

This position is also eligible for an annual discretionary bonus based on company performance and other factors.
Build a standardized portfolio health assessment methodology that scores risk and opportunity consistently across every client, regardless of size or portfolio composition.

Total Expert is the Customer Operating System for financial services.
Our purpose-built platform combines a system of context with a system of action that enables humans and AI Assistants to engage in the moments that matter and earn customers for life.
The VP of Customer Retention & Loyalty is responsible for turning
building the analysis that shows clients exactly where they're at risk, the playbooks that let every Customer Success Manager act on it, and a new subscription revenue line that turns retention expertise into an ongoing service clients pay for.
Done well, it helps lenders retain their customers for life while creating a durable, high-margin expansion revenue stream for Total Expert.
What we are looking for:

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

This listing is sourced directly from Totalexpert's careers page and normalized into a canonical job model.