Client Success Manager - Hybrid in Baltimore, MD

Creditxpert - Baltimore, MD

Full-time - Mid Level

Hybrid - Baltimore, MD

Professional, Scientific, and Technical Services

About the position

The Client Success Manager at CreditXpert is responsible for fostering strong relationships with mortgage lender accounts, ensuring their success from pre-onboarding through renewal. This role acts as a bridge between sales and product support, focusing on client retention and increasing platform utilization through proactive engagement and support.

Responsibilities

• Oversee and support the onboarding of new clients to ensure successful integration.
• Fully understand the CreditXpert platform, its functionality, and best practices.
• Coordinate internal and external kick-off calls to support onboarding efforts.
• Conduct weekly onboarding check-ins between Product, Sales, and Client Success teams.
• Support training engagements and onboarding tasks in partnership with Product Support, tracking progress in Hubspot.
• Understand lenders' business needs and build relationships with key stakeholders.
• Ensure client engagement and platform adoption through regular business review meetings.
• Meet and exceed established Client Performance metrics and KPIs.
• Identify challenges impacting multiple clients and communicate findings to the product team.
• Monitor client activity and satisfaction, offering solutions proactively.
• Handle escalated issues and communicate with internal teams for resolution.
• Facilitate the Lender Renewal process and attend industry events as a subject matter expert.

Requirements

• Minimum of 5+ years' experience managing Client Success for a SaaS product.
• Proven success in onboarding new clients and growing and renewing accounts.
• Deep understanding of SaaS products and the mortgage credit industry is a plus.
• Bachelor's degree or equivalent experience is preferred.
• Experience with HubSpot CRM is a plus.
• Experience in a start-up environment is a plus.

Nice-to-haves

• Experience in the mortgage credit industry.
• Familiarity with industry-specific trade shows.

Benefits

• Flexible and hybrid work environment
• Open PTO
• Performance-based annual bonuses
• Company contribution to 401(k)
• Comprehensive insurance (medical, dental, vision, short-term and long-term disability, life)
• Health Savings Account (HSA) and Flexible Spending Account (FSA)