Director of Client Success

Position

Director of Client SuccessLocation: US-RemoteStatus Type: Employee - Full-timeCompensation: $120,000 to $200,000/yearWebsite: https://trophypointcapital.com Position Overview: Trophy Point is seeking a senior-level Director of Client Success to lead our Loan Transaction and Loan Servicing teams and ensure a seamless, successful client experience throughout the entire loan lifecycle—from loan origination through payoff. This role will oversee the teams responsible for managing the loan transaction and post-close servicing processes, ensuring strong coordination, accountability, communication, and follow-through at every stage of the client journey. The ideal candidate is an experienced leader who understands lending operations, is focused on serving clients, process driven, has fanatical attention to detail, and has a track record of building and maintaining high performing teams.

Key Responsibilities

Client Success Leadership* Lead and oversee the Loan Transaction and Loan Servicing teams. * Establish clear expectations, priorities, and accountability across both teams. * Ensure clients receive a consistent, responsive, and high-quality experience throughout the loan lifecycle. * Identify opportunities to improve the client experience from origination through payoff. * Serve as a senior escalation point for significant client or transaction issues.

Loan Transaction & Servicing Oversight* Oversee the coordination of loan transactions from origination through closing and post-close servicing. * Ensure smooth handoffs between Loan Transactions, Servicing, and other internal teams. * Monitor workflows, timelines, and outstanding items to ensure transactions and servicing activities remain on track. * Identify operational issues, bottlenecks, and gaps that may impact the client experience. * Partner with internal teams to resolve issues quickly and effectively.

Team Management & Development* Manage, coach, and develop Loan Transaction and Loan Servicing team members. * Establish processes and standards that promote accountability and consistent execution. * Monitor team performance and identify opportunities for training and development. * Foster a collaborative, service-oriented culture focused on client success.

Process Improvement* Evaluate existing processes across the loan lifecycle and identify opportunities to improve efficiency and service. * Develop and implement processes that improve communication, accountability, and follow-through. * Establish and maintain client success KPIs. * Continuously look for ways to create a more seamless experience for borrowers and partners.

Qualifications

Experience & Leadership* 7+ years of experience in lending, mortgage, real estate finance, loan operations, client success, or a related field. * Previous leadership or management experience overseeing operational or client-facing teams. * Strong understanding of the loan lifecycle from origination through payoff. * Experience managing cross-functional teams and workflows. * Experience in private lending, hard money lending, mortgage lending, or real estate finance is strongly preferred.

Skills & Attributes* Strong leadership and people-management skills. * Exceptional client service and relationship-management skills. * Excellent communication and problem-solving abilities. * Highly organized with strong attention to detail. * Ability to manage multiple priorities and make sound decisions in a fast-paced environment. * Strong process improvement and operational thinking. * Proactive, accountable, and solutions-oriented.

What Success Looks Like

Success in this role means creating a seamless and successful client experience from loan origination through payoff. The Director of Client Success ensures that Loan Transactions and Loan Servicing operate effectively as one coordinated function, teams are accountable and well-supported, issues are addressed proactively, and clients receive consistent communication and exceptional service throughout their relationship with Trophy Point. E04JI802mkr9409gr23