Client Success Manager; Hybrid - Hampden, Baltimore

Job Overview

As Credit Xpert works to build direct relationships with mortgage lenders, the Client Success Manager will serve as a bridge between sales, product, and support to ensure client success from pre‑onboarding through renewal. The role focuses on building loyalty, driving platform utilization, and achieving long‑term client retention.

• Own and nurture relationships with lenders to influence home ownership outcomes for millions of Americans.
• Collaborate cross‑functionally to ensure successful onboarding, ongoing training, and continuous adoption of the Credit Xpert platform.
• Conduct structured, quarterly business reviews with key stakeholders, presenting data-driven insights and adoption recommendations.
• Monitor client activity, usage, and satisfaction; proactively identify challenges and coordinate solutions with internal teams.
• Handle escalated issues, synthesize challenges, and communicate resolutions efficiently.
• Facilitate the lender renewal process and manage engagement activities to support renewal of subscriptions.
• Represent Credit Xpert at industry events, trade shows, and virtual meetings as a subject matter expert.

• Minimum 5+ years in Client Success for a SaaS product.
• Proven success onboarding new clients, tracking performance, and renewing accounts.
• Deep understanding of SaaS products and the mortgage credit industry is a plus.
• Bachelor’s degree or equivalent experience.
• Experience with Hub Spot CRM and in a start‑up environment is a plus.

• Client‑centric mindset
• Technical fluency and complex problem‑solving skills
• Sense of urgency, team orientation, and adaptability
• Professionalism, detail orientation, and accountability
• Strong communication and stakeholder management capabilities

• Base salary $103,000 – $120,000 (commensurate with experience) plus annual performance bonus.
• Hybrid work schedule with a minimum of two days in office per week.
• 100% company‑paid medical, dental, vision, and most other health plans.
• Flexible PTO and open vacation policy.
• Company contribution to 401(k) and HSA/FSA options.
• Life and short‑/long‑term disability insurance.
• Professional development and tuition assistance.

Position type:
Full‑time (requires occasional weekend work). Classification:
Exempt. No supervisory responsibilities. Travel:
Approximately 25%, including industry trade shows.