VP, Director, Client Success

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Salary range: An annual salary range of $180,000 - $200,000 is what we expect to pay for this position, based on overall skills and experience.

Must be legally eligible to work in the United States without sponsorship, now or in the future, to be considered.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who's committed to meeting your needs today and tomorrow.

On the leading edge: We're innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we're a partner you can trust.

What You'll Do:

As Director of Client Success, you will build and lead the client support function for the Title Solutions Group's banking, treasury, and technology-enabled solutions. You will be responsible for designing a scalable service model that delivers exceptional client experiences while providing the operational rigor, analytics, and strategic direction necessary to support the group's continued growth.

Key responsibilities include:

• Design, implement, and continuously enhance a best-in-class client service and support model for Title Solutions Group customers, with a focus on responsiveness, accountability, and operational excellence.
• Establish end-to-end support processes, workflows, and escalation paths for client inquiries related to banking platforms, treasury products, technology integrations, and associated hardware solutions.
• Serve as the strategic owner of the client support organization, ensuring service delivery aligns with the needs of title agents, underwriters, and other stakeholders across the real estate transaction ecosystem.
• Build and lead a high-performing team of Support Professionals, including hiring, onboarding, coaching, performance management, and career development.
• Develop service-level standards, operating procedures, knowledge management practices, and quality assurance programs to ensure a consistent and exceptional client experience.
• Partner closely with Leadership across the Title Solutions Group to create a seamless client journey and drive resolution of complex issues.
• Manage relationships with third-party technology and hardware vendors, coordinating issue resolution, escalation management, service performance reviews, and ongoing partnership effectiveness.
• Implement reporting frameworks and operational dashboards that provide visibility into inquiry volume, response times, resolution effectiveness, client satisfaction, and team productivity.
• Leverage client inquiry data, support trends, and operational metrics to identify recurring issues, root causes, service gaps, and opportunities for process improvement.
• Develop and execute a data-driven service strategy that informs staffing plans, resource allocation, technology investments, and future support capabilities.
• Identify opportunities to automate workflows, improve self-service capabilities, streamline processes, and enhance operational efficiency while maintaining a high-touch client experience.
• Act as a voice of the customer within the organization, translating client feedback and support insights into actionable recommendations that improve products, services, and overall client satisfaction.
• Create a culture focused on accountability, continuous improvement, problem-solving, and proactive client engagement.

What Do You Need?

• 8+ years of experience in Financial Services including experience in client success, customer service, operations, process management, or related functions.
• Demonstrated experience building, scaling, and managing client service or customer support organizations in a financial services, fintech, SaaS, payments, treasury management, or technology-enabled environment.
• Proven track record designing support models, operating procedures, escalation frameworks, and service delivery processes from the ground up.
• Strong analytical capabilities with experience leveraging operational and customer data to drive strategic decision-making, workforce planning, and process improvements.
• Experience establishing and managing KPIs, SLAs, service metrics, dashboards, and reporting frameworks to measure organizational performance.
• Demonstrated success managing vendor relationships and coordinating cross-functional issue resolution involving third-party technology providers and service partners.
• Ability to translate customer feedback and operational insights into actionable recommendations that improve client experience, operational efficiency, and business outcomes.
• Strong project management and change management skills, with the ability to lead multiple initiatives simultaneously and drive execution across diverse stakeholder groups.
• Excellent communication, relationship management, and executive presentation skills, with the ability to influence stakeholders across all levels of the organization.

Technology Skills:

• Ability to work with the Microsoft Suite and learn/work with other Customers Bank's applications.
• Familiarity with AI and automation tools that support productivity, workflow efficiency, and client engagement.

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide "reasonable accommodations", upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let's take on tomorrow.