Client Success & Enablement Specialist in Baltimore, Maryland at CreditXpert

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.

Job Overview

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.

Job Mission

To serve as a proactive, knowledgeable, and dependable partner to CreditXpert's clients and internal teams, driving platform adoption, resolving client needs with urgency and context, and strengthening the operational connection between Client Success and Product Support, so that every client interaction moves the needle on engagement, retention, and value realization, directly supporting CreditXpert's ability to retain and grow revenue across its client base.

What you will do | Most important responsibilities of this role

· 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.

How you will do it | The ideal hire will…

· Know the Client: Maintain a working knowledge of client health, platform usage, and account context — using that insight to personalize every interaction, whether proactive or reactive.

· Think Critically and Technically: Approach client issues and internal challenges with both analytical rigor and technical fluency, translating platform and operational complexity into clear, actionable guidance for clients and teammates alike.

· Connect the Dots: Naturally synthesize signals across support tickets, client conversations, and usage data — surfacing patterns, themes, and opportunities upward to inform product, Client Success, and operational strategy.

· Operate Across Two Worlds: Comfortably shift between proactive success work and reactive support responsibilities, managing priorities with urgency and context without losing sight of the bigger client relationship picture.

· Strengthen What Already Exists: Engage the PS/CS operating layer with a builder's mindset — not starting from scratch, but continuously improving, documenting, and championing the processes that make cross-team collaboration more scalable and less person-dependent.

As the Client Success & Enablement Specialist, you will:

· Dedicate approximately half of working time (~20 hours per week as a target) to formal support responsibilities, with flexibility to adjust based on team needs and volume.

· 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.

Required Education and Experience

· 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

· 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

Competencies, Criteria, and Attributes for Success

Job Specific Competencies:

· Client-Centered

· Critical Thinker

· Technically Fluent

· Strong Communicator

· Highly Organized

· Adaptable

· Proactive & Self-Directed

· Collaborative

Core Competencies…AKA the X-Factor

We hire and retain Xceptional people to join our team, do you have the X-Factor?

· Team Player – You are a joiner that is comfortable working outside of the boundaries of your job description to support the company and team.

· Respected – You value integrity, display leadership qualities, and you are trusted to represent the brand well – internally and externally.

· Judiciously Courageous – You are courageous enough to judiciously speak up.

· Composed – You are composed, respectful, and calm. Valuing outcomes over output.

· Accountable – You own your work, decisions, and the outcomes – good or bad.

· No Ego – You are confident without having an ego. People say you are an active listener. You delegate where necessary, knowing that you can’t possibly know it all.

· Builder Mindset – Has an open mindset. You’d consider yourself a strategic doer.

· Focused - You easily differentiate between real problems and background noise.

Additional Details

Position Type: Full-Time

Classification: Exempt

Category/Level: Exempt

Supervisory: No

Travel: Rare

About CreditXpert Inc.

Some of what you can expect as an employee at CreditXpert

• Meaningful Mission!
• Creative, Performance Driven Culture
• High Employee Engagement and Employee Satisfaction
• An Incredible Workspace - great location/hassle free parking
• Great Healthcare Benefits - most are 100% company paid
• Generous Paid Leave(s)
• Hybrid Work Arrangements
• Professional Development and Tuition Assistant

Who we are

CreditXpert Inc. is a successful software company that enjoys the freedom to chart its own path. Our team is a small, close-knit community, where each person can make a big impact. We are nimble and have thrived for over 20 years in the midst of constant industry and regulatory upheaval. We believe in using our talents to make a positive impact on the world by improving the financial lives of Americans. As lifelong learners, we have a passion for change and we constantly adapt everything (our business, internal processes, tools…).

We enjoy a wide diversity of backgrounds and opinions, which can lead to passionate debates. We wear multiple hats, often stretch beyond our comfort zone, and see failure as an opportunity to learn. We have fun inventing advanced analytical solutions and creating great user experiences.

What we do

In 2000, we started a revolution by exposing the inner workings of the credit scoring industry to consumers, pioneering a new industry. Millions of people have been using our tools to take control of their credit life, gain access to better loans, and save money. More recently, we enabled the mortgage origination industry to replace guesswork with technology when trying to improve credit scores. As a result, more consumers now qualify for a mortgage at a good rate, and thousands of loan officers, mortgage lenders and other businesses can better serve their customers.

Tech Stack and Frameworks we leverage

Agile Frameworks

Systems + Tools

• Dataiku
• Snowflake
• AWS
• Atlassian: Jira and Confluence
• Familiarity with machine learning frameworks (like Keras or PyTorch) and libraries (like scikit-learn)
• Familiarity with Mathematical Optimization
• Bitbucket and CICD
• Sigma
• Boomi
• dbt Cloud
• Hightouch
• HubSpot
• Bitbucket and CICD

Languages:

• Python (optional: Jinja templating)
• SQL
• Optional: Rust, Java, C++, R, SAS, Stata, Matlab, JMP

Benefits

We strive to create a great experience for our team, not just our customers. We want everyone to be excited about their work, fulfilled and worry-free. That’s why we offer lots of autonomy, support, and the flexibility you need to balance your life. Our compensation and benefits package ensures that you can focus all your energy on creating value for our customers and the company.

Our benefits include a flexible and hybrid work environment, open PTO, performance based annual bonuses, company contribution to 401(k), insurance (medical, dental, vision, ST/LT disability, life), HSA and FSA.

Work Environment

This job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and shared digital files.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position. Duties, responsibilities and activities may change at any time with or without notice.