Client Success & Enablement Specialist

Description

Credit Xpert, 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, Credit Xpert 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 Credit Xpert'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 Credit Xpert'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.

To serve as a proactive, knowledgeable, and dependable partner to Credit Xpert'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 Credit Xpert'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 Credit Xpert'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…