Client Success & Enablement Specialist

CreditXpert•Baltimore, MD

1d•Hybrid

About The Position

CreditXpert, the predictive credit score insight platform, helps mortgage lenders leverage credit to extend better, more compelling financing options to every applicant. With its enterprise-ready SaaS platform, CreditXpert helps lenders identify an applicant’s near-term credit score potential, generate detailed improvement plans and boost efficiency with AI. The Client Success & Enablement Specialist sits at the intersection of client success and client support, serving as a critical bridge between CreditXpert's clients and the teams that support them. This is a hybrid role — uniquely designed to blend proactive client engagement with dedicated support responsibilities — ensuring clients are not only heard and helped but actively guided toward realizing the full value of CreditXpert's platform. This role reports to the Product Operations Lead and carries a strong dotted line to the VP of Sales & Client Success, reflecting the shared investment both departments have in this position. As a shared resource across Product Operations and Client Success, this specialist will be deeply embedded in the day-to-day rhythms of both teams, providing connective tissue across functions and contributing to a seamless, high-quality client experience.

Requirements

Bachelor's degree or equivalent practical experience
3+ years of experience in a client success, account management, or client support role — ideally in a SaaS environment
Demonstrated ability to manage both proactive client engagement and reactive support responsibilities simultaneously
Experience conducting client onboardings, trainings, or enablement sessions
Familiarity with CRM platforms (e.g., HubSpot) and support/ticketing tools (e.g. ZenDesk)
Comfort working with client health and adoption metrics to inform outreach and escalation decisions
Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences
Demonstrated critical thinking and technical aptitude — able to navigate platform complexity and client context with confidence
Experience working cross-functionally and contributing to process improvement initiatives
Ability to manage competing priorities in a fast-paced environment with a high degree of self-direction

Nice To Haves

Familiarity with knowledge base management and self-serve content creation is a plus
Experience in the mortgage, financial services, or fintech industry is helpful but not required
Familiar with agile framework is a nice to have

Responsibilities

Drive Proactive Client Engagement – Serve as the proactive, boots-on-the-ground arm of the Client Success team — executing outreach strategies set by Client Success in collaboration with Product and Marketing and based on client health insights, usage signals, and ensuring the right clients receive the right touchpoint at the right time.
Own Strategic Client Actions & Initiatives – Quarterback specific client-facing and internal action items including onboardings, trainings, and re-training. Serve as the designated owner for select and specific ticket types and escalations that require more than a knowledge base article but don't require full CSM ownership — bringing business context, coaching, and client knowledge to every interaction.
Deliver Dedicated Client Support – Approach every support interaction as a client success opportunity — responding to inbound tickets with urgency and care and support seamless access to CreditXpert's platform and the data that powers it. Roughly half of this role's time is devoted to these functions, with the goal of driving satisfaction, building trust, and reducing churn through every touchpoint.
Champion the PS/CS Partnership – Serve as an active champion of the relationship between Product Support and Client Success, helping to strengthen cross-team handoffs, reinforce repeatable processes, and reduce ad-hoc escalations.
Initiate outbound client engagement based on usage data — including feature adoption nudges, post-incident follow-ups, and proactive check-ins — to drive platform value realization.
Serve as the designated owner for select support ticket types and escalations — those requiring business context, coaching, or client relationship awareness beyond a standard knowledge base response.
Monitor client health scores, usage signals, and adoption metrics using CS health and reporting tools, proactively flagging at-risk or underperforming accounts to the Client Success team.
Feed renewal and expansion conversations by surfacing relevant client signals and context to the CSMs who own those relationships.
Conduct client onboarding, training, and retraining in partnership with the owning CSM, ensuring clients are set up for long-term success on the platform.
Respond to inbound support tickets and monitor the Client Success inbox, resolving issues with urgency, accuracy, and a client success mindset.
Complete CRA activations — managing the technical connection between clients, CreditXpert's platform, and the third-party data vendor that powers client data access.
Serve as a designated coverage backstop during support surges or team leave, ensuring continuity of client experience without disruption.
Aggregate recurring ticket themes, client friction points, and usage signals — synthesizing and surfacing them to Client Success, Product, and Operations leadership as actionable voice-of-customer insight.
Convert resolved issues and recurring questions into knowledge base articles, macros, and self-serve enablement content, reducing future ticket load and improving the client self-service experience.
Contribute to operational reporting that spans both support and success functions, including metrics such as CSAT, resolution time, ticket volume, platform adoption, health score trends, and retention signals.
Champion and actively contribute to the operating layer between Professional Services and Client Success — reinforcing repeatable handoff processes, participating in cross-functional rituals, and helping to reduce ad-hoc escalations over time.
Participate in cross-functional team rituals led by the Product Operations Lead, contributing both client-facing and operational perspectives.
Maintain accurate and up-to-date records of client interactions, ticket activity, and engagement history in CRM and support platforms.