Director, Customer Success
On-siteWilmington, North Carolina, United States
Job Summary
Build and lead Anza's Customer Success organization and operating model, recruiting high-performing teams focused on exceptional customer outcomes. Own the end-to-end customer experience across onboarding, implementation, servicing, and relationship management while simplifying interactions through scalable processes. Lead the Unified Contact Center strategy, partnering with Technology to evolve CRM, workflow automation, AI, and communications. Drive operational excellence by designing scalable processes, using analytics to improve performance, and resolving complex client issues. Balance customer advocacy with operational, regulatory, and business priorities across Acquisition, Underwriting, Servicing, Claims, Technology, and Operations. Based in Wilmington, NC with three days in-office, this role defines how a modern mortgage insurer serves its customers.
Required Qualifications
- Bachelor's degree required
- Proven ability to build and lead high-performing customer-facing organizations
- Strong understanding of Customer Success, client relationship management, and operational excellence
- Strong analytical, process improvement, and organizational leadership skills
- Excellent communication, executive presentation, and influencing skills
- Builder's mindset with a passion for innovation, continuous improvement, and creating scalable solutions
- In-office presence at least three days per week
- Based in our corporate headquarters in Wilmington, NC
Desired Qualifications
- Progressive leadership experience in Customer Success, Customer Experience, Customer Operations, Contact Center Operations, or similar leadership roles
- Experience within mortgage banking, financial services, fintech, SaaS, enterprise software, or another complex B2B environment
- Experience building or transforming Customer Success organizations and customer operating models
- Experience implementing and managing Unified Communication and Collaboration platforms, CRM, or other customer engagement technologies
- Experience leading enterprise customer relationships, implementations, or customer lifecycle programs
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