Client Success Manager

$108,000 - $115,000/Yr

Creditxpert - Baltimore, MD

Full-time - Mid Level

Hybrid - Baltimore, MD

Professional, Scientific, and Technical Services

About the position

The Client Success Manager at CreditXpert Inc. is responsible for fostering strong relationships with mortgage lenders, ensuring their success from pre-onboarding through renewal. This role acts as a bridge between sales and product support, focusing on client retention and platform utilization. The manager will proactively address customer issues, monitor performance metrics, and facilitate onboarding and training engagements to enhance client engagement and satisfaction.

Responsibilities

• Oversee and support the onboarding of new clients to ensure successful integration of the CreditXpert platform.
• 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 track 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 before issues arise.
• Handle escalated issues and communicate with internal teams for resolution.
• Facilitate and support the Lender Renewal process.
• Attend industry events and represent the company 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 accounts.
• Deep understanding of SaaS products and the mortgage credit industry.
• Bachelor's degree or equivalent experience.
• 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 AI technologies.

Benefits

• Free parking
• Health savings account
• Open paid time off
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Vision insurance