Home Lending's Customer Success team focus on lead generation, is a strategic area of focus for the Home Lending business.  It defines the strategy and manage a multi-year program and associated roadmap in partnership with Home Lending functions as well as other product areas across Consumer & Community Banking. This roadmap will allow Marketing to move to target state technology and processes and lay the foundation to enable increased high quality lead volume and to execute marketing and digital acquisition tactics in a more nimble and targeted fashion.  Continued acceleration in quality lead delivery will deliver results against Home Lending Objectives and Key results associated with upper funnel performance targets (e.g., lead generation).  

As a Vice President - Customer Success Manager within the Home Lending Transformation Team, you will be responsible for promoting product adoption, expansion, and retention activities to maintain a healthy customer base. You will conduct regular and proactive account meetings, guide customers through the onboarding process, and provide data and feedback to the Product team. Your role will be crucial in influencing product adoption and customer retention, and your excellent communication and interpersonal skills will be key in engaging and influencing stakeholders across all levels.

Job responsibilities

Drives product adoption, expansion, and retention activities to maintain a healthy customer baseConducts regular and proactive account meetings to share best practices, provides use case demonstrations to illustrate key product functionality, communicates future releases, and gathers feedback on the impact the product and its features have on our customers’ business needsGuides customers through the onboarding process and sets up the product according to customer requirements, leveraging a deep understanding of our products and their capabilities, including new features and other enhancementsTracks key success metrics and provides data and feedback to the Product team to inform new features and priorities

Required qualifications, capabilities and skills

5+ years of experience or equivalent expertise in customer success roles in product or technologyDemonstrated ability to influence product adoption and customer retentionExcellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levelsProven ability to learn new technologies and teach it to others

Preferred qualifications, capabilities and skills

Experience in a business to business (B2B) environment or as a colleague in a customer environment