Director, Customer Success: Builder of Scalable CX

Anza Mortgage Insurance Company; Wilmington (NC); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Competitive Compensation

Comprehensive Benefits

Retirement Savings (401k)

Career advancement opportunities

Inclusive Culture

Perks & Extras

Job summary

Anza is seeking a Director of Customer Success to design and lead the end-to-end customer experience at its Wilmington, NC headquarters. The role will build the Customer Success organization, recruit top talent, and implement scalable processes to drive customer outcomes as the business scales.

You will lead cross-functional collaboration across Product, Technology, Sales, and Operations, establishing service standards and performance metrics while shaping a customer-centric culture and

Qualifications

• Proven ability to build and lead a customer-facing organization.
• Strong understanding of customer success, client relationships, and operational excellence.
• Excellent communication, executive presentation, and influencing skills.
• Builder's mindset with a passion for innovation and scalable solutions.
• Bachelor's degree required.

Responsibilities

• 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.
• Own the end-to-end customer experience across onboarding, implementation, servicing, and relationship management.
• Partner with Technology to evolve CRM, workflow automation, AI, and customer communications.
• Lead cross-functional initiatives that improve customer outcomes and operational excellence.

Skills

Customer Success

Executive communication

Leadership

Process improvement

Analytics

Relationship management

Education

Bachelor's degree

Tools

CRM

Workflow automation

Job description

Anza is seeking a Director of Customer Success to design and lead the end-to-end customer experience at its Wilmington, NC headquarters. The role will build the Customer Success organization, recruit top talent, and implement scalable processes to drive customer outcomes as the business scales.

You will lead cross-functional collaboration across Product, Technology, Sales, and Operations, establishing service standards and performance metrics while shaping a customer-centric culture and