VP, Customer Retention & Loyalty

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. Since 2016 Total Expert has enabled more than seven trillion dollars of funded loan volume.

The VP of Customer Retention & Loyalty is responsible for turning Total Expert's capabilities and data into three durable outputs: rigorous portfolio risk-and-opportunity analysis for clients, a standardized library of retention and recapture playbooks that arms the entire Customer Success organization, and a new Value-Added-Services (VAS) subscription offering that monetizes retention expertise as an ongoing service clients can buy into.

Reporting directly to the Chief Lending Officer, this leader will use Customer IQ data enrichment and insights, combined with servicing, origination, credit, and property data, to identify where clients' portfolios are most exposed to runoff and where the largest recapture and cross-sell opportunities sit. Those insights become the foundation for playbooks that Customer Success deploys across the entire book of business, and ultimately for a premium, subscription-based advisory service that helps clients increase retention and recapture rates, reduce portfolio runoff, and retain their customers for life.

This is a highly visible, build-from-scratch leadership role that sits at the intersection of data strategy, customer success enablement, and new revenue line creation.

Key Responsibilities

Portfolio Risk & Opportunity Analysis

• 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.
• Build a standardized portfolio health assessment methodology that scores risk and opportunity consistently across every client, regardless of size or portfolio composition.
• Quantify dollars at risk from runoff and dollars of opportunity from recapture, HELOC growth, and cross-sell, and prioritize which segments and clients to act on first.
• 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.

Retention & Recapture Playbook Development / Enablement

• 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.
• Educate Customer Success Managers so every CSM can confidently advise clients on retention and recapture strategy, not just platform usage.
• Create enablement assets: workshop decks, ROI calculators, industry benchmarks, sample campaign templates, and QBR frameworks that embed retention insight into every client touchpoint.
• Serve as an escalation resource and coach for Customer Success on complex retention-strategy conversations with strategic accounts.

Value-Added Services (VAS) Strategy & Monetization

• 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.
• Define service tiers, pricing and packaging, delivery model (self-serve tooling vs. white-glove advisory), and service-level commitments.
• 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.
• Establish success metrics that tie VAS subscription value directly to client outcomes: reduced runoff, higher recapture rate, increased customer lifetime value.

Customer IQ & Data Strategy

• Define how Customer IQ enrichment data and insights, Mortgage Inquiry Alerts, Equity Alerts, Rate Alerts, MLS Listing Alerts, Credit & Debt Enrichment, Credit Improvement Alerts, and Life Event Signals, and feed both the playbooks and the portfolio risk/opportunity analysis.
• 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.

• 12+ years of mortgage banking, servicing, portfolio analytics, and retention leadership experience, ideally with exposure across banks, IMBs, credit unions, and large scale servicers.
• Deep understanding of mortgage servicing portfolios, measuring recapture and retention rates, refinance behavior, purchase recapture, home equity lending, and customer lifecycle management.
• 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.
• Experience building, packaging, or monetizing a subscription or professional-services offering is a plus.
• Strong quantitative and portfolio-analytics background, paired with executive-level communication skills.