Senior Vice President, Customer Retention & Loyalty Strategy – Portfolio Analytics & Subscription Growth Leader – Driving Data‑Driven Innovation, Customer Success, and Sustainable Growth at brighthush

Welcome to brighthush – Where Data Fuels Delight and Loyalty Drives Growth

At brighthush, we’re not just building a fintech platform; we’re crafting a movement that redefines how financial institutions understand, engage, and retain their customers. With a portfolio that spans banks, credit unions, and large‑scale servicers, we’ve helped partners manage more than seven trillion dollars of funded loan volume. Our flagship Customer Operating System fuses contextual intelligence with automated execution, turning raw data into decisive actions that reduce portfolio runoff, boost cross‑sell rates, and unlock new revenue streams. Every data point is an opportunity to delight a customer, and every insight is a lever to drive sustainable growth.

Why This Role Is a Game‑Changer

As the Senior Vice President of Customer Retention & Loyalty, you will be the strategic catalyst that transforms brighthush’s data ecosystem into three powerful, scalable outputs:

• Portfolio Risk & Opportunity Analytics – Identify runoff hotspots and recapture opportunities across client portfolios.
• Retention & Recapture Playbooks – Build a standardized library that equips every Customer Success Manager (CSM) to act with confidence.
• Subscription‑Based Value‑Added Services (VAS) – Monetize retention expertise through a high‑margin advisory offering.

By building these capabilities from the ground up, you will help lenders reduce portfolio runoff, increase retention rates, and retain customers for life—all while driving sustainable growth for brighthush.

Impact & Vision

In this senior leadership role, you will own the end‑to‑end customer retention strategy, turning data into action and insight into revenue. Your work will directly influence the financial health of our clients, the profitability of our own subscription services, and the strategic direction of brighthush’s product roadmap. You will be a trusted advisor to C‑suite executives, a mentor to high‑potential talent, and a visionary who turns complex analytics into simple, repeatable playbooks.

Key Responsibilities

Portfolio Risk & Opportunity Analysis

• Leverage Customer IQ data enrichment, servicing, origination, credit, and property data to identify the largest sources of runoff risk and recapture opportunity across client portfolios.
• Design and implement a standardized portfolio health assessment methodology that scores risk and opportunity consistently for every client, regardless of size or portfolio composition.
• Quantify dollars at risk from runoff and dollars of opportunity from recapture, HELOC growth, and cross‑sell, and prioritize segments and clients for immediate action.
• Collaborate with Product and Data Engineering to build and refine analytic models for borrower‑level runoff likelihood and cross‑sell propensity.
• Deliver executive‑level portfolio assessments directly to top clients as flagship, high‑touch engagements that showcase brighthush’s value proposition.
• Continuously monitor and report on portfolio health metrics, providing actionable insights to senior leadership and client stakeholders.

Retention & Recapture Playbook Development & Enablement

• Create a comprehensive, standardized library of playbooks covering purchase recapture, refinance retention, HELOC/home equity growth, cross‑sell/upsell, and full‑lifecycle marketing.
• Develop enablement assets—workshop decks, ROI calculators, industry benchmarks, sample campaign templates, and QBR frameworks—that embed retention insight into every client touchpoint.
• Train and coach CSMs so they can confidently advise clients on retention strategy, not just platform usage.
• Serve as an escalation resource and strategic advisor for complex retention conversations with high‑value accounts.
• Iterate playbooks based on client feedback, market trends, and performance data, ensuring they remain cutting‑edge and highly relevant.

Value‑Added Services (VAS) Strategy & Monetization

• Design, launch, and scale a subscription‑based VAS offering that packages retention/recapture expertise, portfolio analytics, and ongoing advisory support.
• Define service tiers, pricing models, delivery modalities (self‑serve tooling vs. white‑glove advisory), and service‑level commitments.
• Partner with Product, Finance, and Sales to build the business case, pricing strategy, and go‑to‑market plan for the VAS line.
• Own performance and revenue targets for the VAS offering post‑launch, iterating based on client adoption and measured retention outcomes.
• Establish success metrics that tie VAS subscription value directly to client outcomes: reduced runoff, higher recapture rates, and increased customer lifetime value.

Customer IQ & Data Strategy

• Define how Customer IQ enrichment data—Mortgage Inquiry Alerts, Equity Alerts, Rate Alerts, MLS Listing Alerts, Credit & Debt Enrichment, Credit Improvement Alerts, and Life Event Signals—feeds both playbooks and portfolio risk analyses.
• Collaborate with Product and Engineering to evolve the Customer IQ stack and broader retention technology platform based on insights from portfolio analysis and VAS delivery.
• Champion data governance, quality, and security standards to ensure reliable, compliant analytics.

Revenue Growth & Sales Support

• Provide retention/recapture ROI analyses to support enterprise sales, especially in competitive deals.
• Quantify expected ROI and business impact of Customer IQ and the VAS offering for prospective clients, enabling data‑driven sales conversations.
• Work closely with the Sales Enablement team to develop case studies, white papers, and sales collateral that articulate the value of brighthush’s retention solutions.

Essential Qualifications

• 12+ years of experience in mortgage banking, servicing, portfolio analytics, and retention leadership across banks, IMBs, credit unions, and large‑scale servicers.
• Deep expertise in mortgage servicing portfolios, measuring recapture and retention rates, refinance behavior, purchase recapture, home equity lending, and customer lifecycle management.
• Proven track record of turning portfolio and customer data into standardized programs or playbooks that scale across multiple clients or business units.
• Strong quantitative and portfolio‑analytics background, paired with executive‑level communication skills.
• Demonstrated ability to lead cross‑functional teams, influence senior stakeholders, and drive enterprise‑wide adoption of new initiatives.

Preferred Qualifications

• Experience building, packaging, or monetizing a subscription or professional‑services offering.
• Hands‑on experience with data‑driven product development and cross‑functional leadership.
• Familiarity with modern data stack technologies (e.g., Snowflake, dbt, Looker, Tableau).
• Experience in a high‑growth, fast‑paced startup environment.

Skills & Competencies

• Strategic thinking with a data‑driven mindset.
• Exceptional analytical skills and proficiency in portfolio risk modeling.
• Strong leadership and team‑building capabilities.
• Excellent written and verbal communication, with the ability to present complex insights to C‑suite audiences.
• Project management expertise, delivering high‑impact initiatives on time and within budget.
• Customer‑centric mindset, always focused on delivering measurable value to clients.
• Adaptability and resilience in a rapidly evolving market.
• Proficiency in SQL, Python, and data visualization tools.

Career Growth & Learning Opportunities

At brighthush, you will:

• Lead a high‑visibility, cross‑functional team that shapes the future of customer retention in the mortgage industry.
• Own a portfolio of initiatives that directly influence revenue growth and client success.
• Collaborate with senior leaders, including the Chief Lending Officer and Chief Data Officer, to set strategic direction.
• Participate in industry conferences, thought‑leadership panels, and white‑paper development.
• Access continuous learning resources—internal workshops, external certifications, and mentorship programs—to sharpen your expertise in data science, product strategy, and customer experience.
• Earn recognition as a thought leader within the organization and the broader mortgage technology ecosystem.
• Enjoy a clear path to executive leadership roles, with opportunities to shape brighthush’s long‑term vision.

Work Environment & Culture

brighthush thrives on a culture of innovation, collaboration, and impact. We value:

• Agility: Rapid iteration and experimentation to bring ideas to market.
• Transparency: Open communication across all levels of the organization.
• Diversity & Inclusion: A workplace where diverse perspectives drive better outcomes.
• Work‑Life Balance: Flexible schedules, generous paid time off, and remote‑first policies that empower you to work where you perform best.
• Recognition: Regular shout‑outs, peer‑to‑peer awards, and a culture that celebrates both individual and team achievements.
• Continuous Improvement: A commitment to learning, experimentation, and data‑backed decision making.

Compensation & Benefits

Competitive base salary range: $200,000 – $225,000 annually, with performance‑based bonuses and equity participation through the Employee Stock Option Plan. Additional benefits include:

• Comprehensive medical, dental, and vision coverage.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Company‑paid life insurance, short‑term and long‑term disability.
• Flexible Time‑Off (FTO) and paid parental leave.
• 401(k) plan with employer match.
• Professional development stipend and conference travel support.
• Access to cutting‑edge tools and technology to drive your success.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Annual performance reviews with clear career progression pathways.

How to Apply

Ready to lead the next wave of customer retention innovation at brighthush? Submit your resume and a cover letter outlining your experience in portfolio analytics, playbook development, and subscription service monetization. We look forward to exploring how your expertise can help us keep customers for life while driving sustainable growth.

Note: Applicants must be authorized to work in the United States. brighthush is unable to sponsor work visas at this time.