VP, Customer Success

Department:

We are Walker & Dunlop.  We are one of the largest providers of capital to the commercial real estate industry, enabling real estate owners and operators to bring their visions of communities — where people live, work, shop, and play — to life. We are committed to creating meaningful social, environmental, and economic change in our communities.

Department Overview

WDTech is W&D’s in-house technology team – a group of collaborative and highly skilled technology professionals, all of whom are leading experts in real estate data, data science, and technology.

WDTech Product works hand-in-hand with the business to translate business outcomes into actionable product strategies, aligning user needs with innovative solutions, via close collaboration with our engineering partners, to ensure W&D maintains a competitive advantage as our technology landscape and target market rapidly evolve.

The Impact You Will Have

We are seeking a Vice President, Customer Success to develop and lead W&D’s customer success strategy, ensuring our clients and internal users experience exceptional value and service across all business lines. This role will focus on customer engagement, retention, and advocacy while driving best-in-class service delivery and scalable success programs.

Primary Responsibilities

• Develop and execute a customer success strategy that aligns with Walker & Dunlop’s business goals, ensuring high levels of customer satisfaction, retention, and revenue growth.
• Lead initiatives to enhance customer relationships, ensuring clients maximize the value of our services and solutions.
• Partner with Sales, Product, Marketing, and Operations teams to drive customer-focused improvements and innovation.
• Establish mechanisms to capture and analyze customer feedback, using insights to drive continuous improvement and influence product development.
• Develop scalable programs and processes that support customer success at scale, ensuring efficiency, consistency, and measurable impact.
• Build, lead, and mentor a high-performing customer success team that is aligned with W&D’s customer-first culture.
• Define and monitor key success metrics (NPS, retention rates, expansion revenue, etc.), using data to drive decisions and enhance the customer experience.
• Perform other duties as assigned.

Education and Experience

• Bachelor's degree required; MBA or relevant advanced degree preferred.
• 10+ years of experience in customer success, account management, or a related field, with a minimum of 5 years in a senior leadership role.
• Track record of driving customer retention, satisfaction, and revenue growth.
• Experience leading and scaling customer success teams in a high-growth environment.

Knowledge, Skills and Abilities

• Exceptional leadership, communication, and stakeholder management skills.
• Strong understanding of commercial real estate, financial services, or SaaS solutions within the lending or investment space.
• Proven ability to develop and execute customer success strategies in a B2B financial services or technology-driven organization.
• Ability to show ownership of your work, take on challenges and acknowledge growth opportunities, and demonstrate patience when learning new processes.
• Courtesy, respect, and thoughtfulness in teaming with colleagues and other stakeholders.

This position has an estimated base salary of $180,000 - $200,000 plus discretionary bonus. An employment offer is based on the applicant’s relevant work experience, applicable knowledge, skills, abilities, internal equity, and alignment with market data.

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What We Offer  

• The opportunity to join one of Fortune Magazine’s Great Places to Work winners from 2015-2023 

• Comprehensive benefit options* that have earned Walker & Dunlop the silver level of the 2022 Cigna Healthy Workforce Designation™, some of which include:
    - Up to 83% subsidized medical payroll deductions
    - Competitive dental and vision benefits
    - 401(k) + match
    - Pre-tax transit and commuting benefits
    - A robust health and wellness program – earn cash rewards and gain access to resources that
      promote health, engagement, and balance
    - Paid maternity and parental leave, as well as other family paid leave programs
    - Company-paid life, short and long-term disability insurance
    - Health Savings Account and Healthcare and Dependent Care Flexible Spending 

• Career development opportunities 

• Empowerment and encouragement to give back – volunteer hours and donation matching 

 
*Eligibility may vary based on average number of hours worked 

EEO Statement

We are committed to equity in all steps of the recruitment and employment experience. We believe in equal access to opportunities in our workplace. We do not tolerate discrimination, including harassment, based on any characteristic protected by applicable law, such as race, color, national origin, religion, gender identity, sexual orientation, sex, age, disability, veteran or military status, and genetic information, or any other characteristic protected by applicable law. We strive to be a safe place to ask questions, build professional relationships, and develop careers.

SPAM
Please be wary of recruitment scams. An indication of a scam might be a request for sensitive or bank information at the time of application or emails coming from a non walkerdunlop.com email address. Please call us at 301.215.5500, if you have any concerns about information requested during or after the application process.

Fair Chance Hiring

Background checks, including any questions related to infractions, arrests, or conviction records, will not be conducted until after a conditional offer of employment has been accepted. We will consider for employment qualified applicants regardless of arrest and conviction records, in accordance with federal, state, and local laws.