Director, Customer Success

Director Of Customer Success

Anza is building a mortgage insurance company from first principles. Most mortgage insurers operate on decades-old technology, manual workflows, organizational structures, and operating assumptions that have evolved incrementally over time. We believe there is a fundamentally better way.

Our vision is to build the industry's most technology-enabled mortgage insurer, one where software, automation, AI, analytics, and thoughtful operating design create better experiences for customers while allowing the business to scale efficiently without simply adding people.

We are not interested in making legacy processes slightly better. We are interested in building the operating model that mortgage insurance should have had all along.

About the Role

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.

What You'll Do

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.

Qualifications

We're looking for a builder who enjoys creating organizations, designing operating models, and solving complex business problems. The ideal candidate combines customer strategy, operational excellence, technology, and relationship management to build scalable capabilities that improve both customer outcomes and business performance. They are equally comfortable leading executive client relationships, improving business processes, implementing customer technologies, and building high-performing teams.

Preferred Experience

• 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.

Qualifications

• 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.

Why This Role?

Few organizations have the opportunity to build Customer Success from the ground up. At Anza, you'll help define how a modern mortgage insurer serves its customers while building one of the company's most important competitive advantages. If you're energized by building rather than maintaining and want to make a lasting impact, you'll find exceptional responsibility and opportunity at Anza.

What we offer We're committed to creating an environment where our team members can thrive both professionally and personally. We currently offer:

• 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.