Client Success Manager (Hybrid - Hampden, Baltimore)

CreditXpert•Baltimore, MD

10d•Hybrid

About The Position

Be the Reason Lenders Stay, Grow, and Win. At CreditXpert, the Client Success team's work directly helps more Americans get into a home. For over 25 years, CreditXpert has been helping mortgage lenders replace guesswork with technology, and is currently deepening direct lender relationships. This role is about becoming a trusted partner to mortgage lenders, understanding their business, driving platform adoption, and representing CreditXpert as an expert. This is not a reactive, ticket-queue version of client success. The role involves owning relationships with lenders, sitting at the intersection of sales, product, and support with visibility and influence, joining a high-performing team where impact is immediate, and working for a company that has thrived for over 25 years with a builder mentality. The ideal candidate comes from the mortgage industry, understands how lenders think and operate, and has a track record of building lasting B2B client relationships.

Requirements

Minimum of 5+ years’ experience managing Client Success for a SaaS product.
Proven success in onboarding new clients, tracking client performance, and growing and renewing accounts.
Deep understanding of SaaS products.
Client Centric
Technical
Complex Problem Solver
Sense of Urgency
Team oriented
Adaptable
Professional
Detail orientation
Team Player – comfortable working outside of job description boundaries to support the company and team.
Respected – values integrity, displays leadership qualities, and is trusted to represent the brand well.
Judiciously Courageous – courageous enough to judiciously speak up.
Composed – respectful, and calm, valuing outcomes over output.
Accountable – owns work, decisions, and outcomes.
No Ego – confident without having an ego, active listener, delegates where necessary.
Builder Mindset – open mindset, strategic doer.
Focused - easily differentiates between real problems and background noise.

Nice To Haves

Firm understanding of the mortgage credit industry.
Bachelors / 4-year degree.
HubSpot CRM experience.
Experience in a start-up environment.

Responsibilities

Oversee and support onboarding new clients, coordinating internal and external kick-off calls and weekly check-ins between Product, Sales, and Client Success.
Support training engagements and successful onboarding tasks in partnership with Product Support, tracking progress and providing reporting in Hubspot.
Understand lenders’ business needs and build relationships with key stakeholders.
Ensure client engagement, platform adoption, and increased utilization through structured and frequent business review meetings (likely quarterly).
Meet and exceed established Client Performance metrics and KPIs.
Leverage insights to identify challenges impacting multiple clients, forecast trends, and elevate findings to the product team.
Monitor client activity, usage, and satisfaction closely and offer solutions before issues occur.
Handle escalated issues by understanding and synthesizing the challenge and communicating with internal teams for efficient resolution.
Offer solutions to pain points related to usage and identify opportunities for clients to leverage the platform to expand their business.
Facilitate and support the Lender Renewal process.
Attend industry events including Trade Shows, getting Onsite, and Zoom meetings as the internal and external SME.
Gain a deep understanding of lenders’ business objectives, operating model and challenges, and use this knowledge to strengthen relationships with key stakeholders and align platform capabilities to their goals.
Engage with clients to ensure successful adoption of the CreditXpert platform, track performance metrics, and lead structured and frequent business reviews to optimize usage and drive renewals.
Identify and synthesize client challenges, communicate efficiently across internal teams, and deliver innovative solutions that ensure client satisfaction and operational success.
Coordinate onboarding efforts, deliver training sessions in partnership with Product Support, and track client progress using tools such as HubSpot CRM to ensure a seamless adoption process.
Monitor usage, satisfaction, and activity metrics to forecast trends, identify opportunities for improvement, and provide valuable feedback to the product team for ongoing enhancements.
Represent CreditXpert at trade shows and industry events, serving as a knowledgeable advocate and subject matter expert for both the platform and clients’ needs.