Commercial Client Success Manager

Creditxpert - Baltimore, MD

Full-time - Mid Level

Hybrid - Baltimore, MD

Professional, Scientific, and Technical Services

About the position

The Commercial Account Manager at CreditXpert is responsible for managing relationships with mortgage originators and ensuring the success of clients using the CreditXpert platform. This role involves onboarding new clients, providing ongoing support, and acting as the primary point of contact for account-related inquiries. The account manager will work closely with cross-functional teams to resolve issues, enhance client engagement, and drive platform utilization, ultimately aiming for long-term client retention and satisfaction.

Responsibilities

• Provide relevant account-related support to help Mortgage Originators utilize the CreditXpert platform.
• Manage a high volume of clients to ensure their success on the CreditXpert platform.
• Serve as the primary point of contact for Commercial and Direct Enroll client inquiries and issues.
• Function as a Mortgage Originator/Credit SME for internal teams.
• Work cross-functionally to ensure successful onboarding of new clients.
• Fully understand the platform, its functionality, and best practices.
• Support training engagements and onboarding tasks in partnership with Product Support.
• Ensure client engagement, platform adoption, and increased utilization through business review meetings.
• Meet and exceed established Client Performance metrics and KPIs.
• Identify challenges impacting multiple clients and elevate findings to the product team.
• Monitor client activity, usage, and satisfaction closely and offer solutions before issues occur.
• Support the setup and use of CreditXpert by Direct Enroll clients.
• Handle escalated issues and communicate with internal teams for resolution.
• Offer solutions to pain points related to usage and find opportunities for clients to leverage the platform.
• Facilitate and support the lender renewal process.
• Create and improve call scripts and outbound email marketing to support clients at scale.
• Establish a strong process and metrics-driven foundation for scaling functions.
• Gather and relay client feedback to the product team for continuous improvement.

Requirements

• 5+ years of relevant product support, client management, and/or onboarding experience for a SaaS product.
• Proven success in enabling new clients, tracking client performance, and growing and renewing accounts.
• Deep understanding of SaaS products.
• Firm understanding of the mortgage credit industry is a plus.
• Bachelor's / 4-year degree is a plus.
• HubSpot CRM experience is a plus.
• Experience in a start-up environment is a plus.

Nice-to-haves

• Experience in the mortgage credit industry.
• Familiarity with client performance tracking and reporting tools.

Benefits

• Flexible and hybrid work environment.
• Open PTO policy.
• Performance-based annual bonuses.
• Company contribution to 401(k).
• Comprehensive insurance coverage (medical, dental, vision, ST/LT disability, life).
• Health Savings Account (HSA) and Flexible Spending Account (FSA).