Customer Success Specialist

Our client is a well-established, privately held software company (20+ years in market) that helps consumers and lenders make better credit and mortgage decisions. They're a small, close-knit team with a builder's culture - high autonomy, real ownership, and a strong track record of employee satisfaction. Hybrid role, great office, hassle-free parking, and a benefits package that's largely company-paid.

This is a hybrid Client Success + Client Support role - the connective tissue between Product Operations and Client Success. About half the job is proactive client engagement (onboarding, training, adoption outreach, flagging at-risk accounts); the other half is dedicated support (owning tickets and escalations that need real business context, not just a KB article). You'll report to the Product Operations Lead with a strong dotted line into the VP of Sales & Client Success.

• Proactive engagement - run outreach based on client health and usage signals: adoption nudges, post-incident follow-ups, check-ins.
• Own the tough tickets - be the designated owner for escalations that need coaching and client context, not just a knowledge-base answer.
• Support with a CS mindset - handle inbound tickets (~20 hrs/week target) with urgency and care; own technical account activations.
• Feed the machine - surface client health trends, friction points, and usage patterns to CS, Product, and Ops leadership.
• Build, don't just maintain - turn resolved issues into KB articles/macros, and strengthen the handoff process between Support and Client Success.

• 3+ years in client success, account management, or client support - SaaS strongly preferred
• Proven ability to juggle proactive relationship work and reactive support simultaneously
• Experience running onboardings, trainings, or enablement sessions let's correct. Should be
after sessions.
• Experience running onboardings, trainings, or enablement sessions
• Comfortable with CRM (e.g., Hub Spot) and ticketing tools (e.g., Zendesk), and reading health/adoption metrics
• Strong communicator who can translate technical complexity for non-technical audiences
• Bonus: fintech, mortgage, or financial services background; familiarity with agile

A no-ego team player who's genuinely a builder - comfortable improving a process rather than needing one handed to them, courageous enough to speak up, and calm under pressure. Someone who separates real problems from noise and takes ownership of outcomes, good or bad.

• Hybrid work arrangement, based in the Baltimore, MD area (commutable distance required)
• Benefits: open PTO, performance bonuses, 401(k) match, medical/dental/vision (mostly company-paid), HSA/FSA