Director, Customer Success

Anza Mortgage Insurance Corporation • Wilmington, NC

8h • Hybrid

About The Position

The Director of Customer Success will build and lead one of Anza's most important competitive advantages. You'll lead the design of the end-to-end customer experience, build the Customer Success organization, and implement the processes and technologies that make Anza easier to do business with. This position will be based in our corporate headquarters in Wilmington, NC, with in-office presence at least three days per week. Working across Customer Acquisition, Underwriting, Servicing, Claims, Technology, and Operations, you'll lead the customer success strategy, oversee Anza's Unified Contact Center platform, and build scalable capabilities that improve customer outcomes as the company grows.

Requirements

• 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.
• Bachelor's degree required.

Nice To Haves

• 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.

Responsibilities

• Build Anza's Customer Success Organization: Build and lead Anza's Customer Success organization and operating model. Recruit and develop a high-performing team focused on exceptional customer outcomes. Establish scalable service standards, performance metrics, and a culture of continuous improvement.
• Design the Customer Experience: Own the end-to-end customer experience across onboarding, implementation, servicing, and relationship management. Simplify customer interactions through scalable processes and workflow improvements. Use CX-SLAs, customer insights, and operational metrics to drive continuous improvement.
• Lead Client Success & Relationship Management: Build executive relationships with strategic lender partners from a customer success perspective. Partner with Customer Acquisition to ensure successful onboarding, adoption, and long-term success. Lead the resolution of complex customer issues and translate customer insights into business improvements.
• Lead Customer Technology & Contact Center Strategy: Own the Unified Contact Center strategy. Partner with Technology to evolve CRM, workflow automation, AI, and customer communications. Use technology to improve service quality and operational efficiency.
• Drive Operational Excellence: Design scalable operating processes. Use analytics to improve performance and customer experience. Lead cross-functional initiatives that improve customer outcomes.
• Partner Across the Enterprise: Lead cross-functional initiatives that improve customer outcomes and operational excellence. Champion a company-wide culture of Customer Success and customer accountability. Balance customer advocacy with operational, regulatory, and business priorities.

Benefits

• Competitive Compensation – Including salary and performance bonuses.
• Comprehensive Benefits – Health, dental, vision, and mental wellness support.
• Retirement Savings – 401(k) with company matching.
• Career advancement opportunities with business growth.
• Inclusive Culture – A diverse, collaborative, and supportive workplace where every voice is valued.
• Perks & Extras – Generous PTO, team events, wellness programs, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Director