Mortgage Office (Applied Business Software Inc.)
VP / SVP, Operations
Huntington Beach, CA · Vp
Sponsorship not specifiedDetected 17 days ago
RecruitingOnboardingCustomer SuccessCustomer SupportCadenceLeadership
About the role
- Reports to the CEO and sits on the executive leadership team.
- SVP) is calibrated to candidate experience and demonstrated scope.
Responsibilities
- Customer Organization Leadership Lead the customer organization end-to-end, develop the management layer underneath, and build the bench needed to scale.
- Manage a blended onshore + nearshore model; expand where it makes sense without compromising customer experience.
- Technical Enablement & Support Own the tiered support model and drive measurable improvement in first-response time, resolution time, deflection rate, and CSAT.
- Customer Delivery & Success Own customer onboarding through segment-aligned Go Live motions (SMB and Enterprise), each covering Loan Servicing, Loan Origination, and Fund Management.
- Drive measurable improvement in time-to-go-live, onboarding NPS, and early-life retention.
- Own gross revenue retention as the primary outcome metric for the Customer Success function.
- Cross-Cutting Operating Levers Define and instrument the customer org's metrics stack: GRR, time-to-value, CSAT, support SLAs, PS utilization & margin, certification volume.
- Partner with Product and Engineering on a continuous feedback loop from the field back into the roadmap.
- Direct experience building or scaling a tiered support model and a Forward-Deployed Engineer / FDE function.
Requirements
- 12+ years leading customer-facing post-sales or operations organizations
- 3+ years at the VP level or above.
- Track record of owning GRR as a primary metric and improving it.
- Experience leading an organization across multiple management layers.
- Vertical SaaS leadership experience in financial services, lending, or capital markets technology.
- Hands-on experience deploying AI tooling inside a customer org - not slideware.
Nice to have
- Fluency in the mechanics of loan servicing, origination, draw management, investor reporting, and fund accounting.
Benefits
- weekly business reviews, monthly health reporting, quarterly planning.
- Partner with Sales leadership on pre-sales SE coverage, demo quality, and technical win rates.
- Build the playbook, health-scoring, and renewal motion that supports it.
- Experience running a customer education / academy function with certifications.
Apply directly at Mortgage Office (Applied Business Software Inc.) →Create a free account for alerts like thisView Mortgage Office (Applied Business Software Inc.) immigration profile
This listing is sourced directly from Mortgage Office (Applied Business Software Inc.)'s careers page and normalized into a canonical job model.