Customer Success Specialist

Customer Success Specialist

Housing Wire is a leading information, data and intelligence company serving housing industry professionals. Through journalism, market data, events and Housing Wire Intelligence, we help housing leaders make better decisions, faster.

As our intelligence platform and enterprise offerings continue to grow, we are looking for a relationship-driven Customer Success Specialist to help subscribers and enterprise teams maximize the value of the Housing Wire ecosystem.

This role sits at the intersection of customer success, onboarding, product adoption and subscriber retention.

The Customer Success Specialist will lead white-glove onboarding experiences for enterprise and team subscribers, support adoption of Housing Wire Intelligence dashboards and tools, and help customers translate housing market data into actionable business insights.

The ideal candidate is organized, proactive, personable and comfortable working directly with executives, analysts, sales teams and subscribers across the housing industry.

What You'll Do

• Lead white-glove onboarding for enterprise and team subscriptions
• Guide subscribers through Housing Wire Intelligence dashboards, charts and tools
• Conduct live customer walkthroughs, training sessions and onboarding calls
• Develop onboarding workflows, customer resources and best practices
• Help customers apply Housing Wire data and intelligence within their business workflows

Subscriber engagement & retention

• Identify opportunities to improve engagement and reduce churn
• Conduct customer interviews and feedback sessions to better understand subscriber needs
• Monitor customer health signals and proactively support at-risk accounts
• Surface customer insights, feature requests and friction points to internal teams

Subscriber growth & education

• Triage inbound subscriber and product inquiries
• Support prospective customers in understanding the best subscription solutions for their needs
• Identify opportunities for account expansion, team adoption and deeper platform engagement
• Lead recurring customer success sessions and product education webinars
• Introduce customers to new dashboards, charts, tools and platform capabilities
• Create customer-facing documentation, FAQs and educational resources

Cross-functional collaboration

• Partner closely with audience, product, sales and operations teams to improve the subscriber experience
• Ensure seamless communication and issue resolution across customer touchpoints
• Serve as an advocate for customer needs internally

What We're Looking For

• 2–5 years of experience in customer success, account management, onboarding or client services
• Strong communication and presentation skills
• Comfortable leading live demos, onboarding calls and customer training sessions
• Ability to explain data, dashboards and workflows in a simple, approachable way
• Highly organized with strong follow-through and attention to detail
• Empathetic, proactive and solutions-oriented mindset
• Experience working with SaaS, subscription or data products is a plus
• Interest in housing, real estate, mortgage or market intelligence is helpful but not required

Why Join Housing Wire

You'll help shape how housing professionals engage with one of the industry's leading intelligence platforms while working closely with a collaborative team focused on growth, innovation and customer impact.

Compensation & Benefits

• Position level:
  Individual contributor.
• Salary range: base, depending on experience.
• Bonus:
  Eligible for performance-based bonus.
• 401(k) with employer match.
• Comprehensive benefits including medical, dental, vision and ancillary coverage options.
• Unlimited PTO plus Paid Parental Leave.
• Hybrid/remote work options, depending on location and business needs.