Client Success Manager (Hybrid - Hampden, Baltimore)

Be the Reason Lenders Stay, Grow, and Win

What if your relationships directly helped more Americans get into a home?

At CreditXpert, that's not a stretch, it's the downstream impact of the work our Client Success team does every day. For over 25 years, we've been helping mortgage lenders replace guesswork with technology, and right now we're deepening those direct lender relationships in a meaningful way. That's where you come in.

This isn't a reactive, ticket-queue version of client success. This role is about becoming a trusted partner to mortgage lenders,  understanding their business from the inside out, driving real platform adoption, and showing up as the expert in the room whether you're leading a quarterly business review or representing CreditXpert on the trade show floor.

Here's what makes this role different:

• You'll own relationships with lenders who are making decisions that directly impact homeownership for millions of Americans
• You'll sit at the intersection of sales, product, and support — with real visibility and real influence
• You'll join a small, high-performing team where your impact is felt immediately, not buried in a headcount
• You'll work for a company that has thrived for 25+ years without losing its builder mentality

If you come from the mortgage industry, understand how lenders think and operate, and have a track record of building lasting B2B client relationships - keep reading.

Job Overview

As CreditXpert works to develop direct relationships with mortgage lenders, the Client Success Manager will be dedicated to Lender accounts that bridges the gap between sales and product support and will support the client’s success from pre-onboarding through renewal. The Client Success Manager will focus on building loyalty to ensure long-term client retention by addressing customer issues and managing performance with the goal of increasing utilization of the platform.  

Essential Functions:

As the Client Success Manager, you will be responsible for taking a proactive approach to understanding the customers’ business, suggesting new and innovative ways to keep them succeeding by leveraging the CreditXpert platform. An engaged Client Success Manager will be excited to… 

• Works cross functionally to ensure onboarding is successful. This requires that Client Success works to oversee and support onboarding new clients.  
• Works cross functionally to ensure onboarding is successful. 
• Fully understand the platform, its functionality, and best practices.   
• Coordinating internal and external kick-off calls to support onboarding
• Coordinate weekly onboarding check-ins between Product, Sales, and Client Success
• Support training engagements and successful onboarding tasks in partnership with Product Support; tracking progress and providing reporting in Hubspot
• Dig in to understand the lenders’ business needs and build relationships with key stakeholders.
• Ensure client engagement, platform adoption, and increased utilization through structured and frequent business review meetings – likely quarterly.
• Meet and exceed established Client Performance metrics and KPI’s.
• Leverage the Bird’s-Eye-View of the Client Success role to identify challenges impacting multiple clients, forecast trends, and elevate those findings to the product team for consideration.  
• Monitor client activity, usage, and satisfaction closely and offer solutions before issues occur.  
• Handle escalated issues; dig in to understand and synthesize the challenge and communicate with internal teams to support an efficient resolution.  
• Offer solutions to pain points related to usage and find opportunities for the client to leverage the platform to expand their business.
• Facilitate and support the Lender Renewal process.  
• Attend industry events including Trade Shows, getting Onsite, and Zoom meetings as the internal and external SME and as requested by VP and of Sales.

Job Overview 

As CreditXpert works to develop direct relationships with mortgage lenders, the Client Success Manager will be dedicated to mortgage lender client accounts that bridges the gap between sales, product and support and will enable the client’s success from onboarding through renewal. The Client Success Manager will focus on building loyalty to ensure long-term client retention by addressing customer issues and managing performance with the goal of increasing utilization of the platform.  

Job Mission

To build strong relationships with mortgage lenders, ensuring their long-term success on the CreditXpert platform through business leader engagement, driving adoption, enhancing utilization, bringing business insights and delivering exceptional value that empowers them to better serve their customers and grow their business.

What you will do | Most important responsibilities of this role

• Build Relationships and Understand Client Needs - Gain a deep understanding of lenders’ business objectives, operating model and challenges, and use this knowledge to strengthen relationships with key stakeholders and align platform capabilities to their goals.
• Drive Platform Utilization and Renewals - Engage with clients to ensure successful adoption of the CreditXpert platform, track performance metrics, and lead structured and frequent business reviews to optimize usage and drive renewals.
• Resolve Challenges Collaboratively - Identify and synthesize client challenges, communicate efficiently across internal teams, and deliver innovative solutions that ensure client satisfaction and operational success.

How you will do it | The ideal hire will… 

• Become a platform expert: Dig in to understand and synthesize the challenge and communicate with internal teams to support an efficient resolution. 
• Proactive Engagement: Regularly meet with clients through structured business review meetings to understand their needs, recommend optimization strategies, and monitor progress toward goals.
• Trust Building: Actively build relationships with key client stakeholders by understanding their business drivers and presenting ways to leverage the platform for growth.
• Collaborative Problem-Solving: Handle escalated issues by digging into client challenges, synthesizing actionable insights, and working closely with cross-functional teams to implement efficient resolutions.
• Onboarding and Training Excellence: Coordinate onboarding efforts, deliver training sessions in partnership with Product Support, and track client progress using tools such as HubSpot CRM to ensure a seamless adoption process.
• Metric-Driven Focus: Monitor usage, satisfaction, and activity metrics to forecast trends, identify opportunities for improvement, and provide valuable feedback to the product team for ongoing enhancements.
• Industry Representation: Represent CreditXpert at trade shows and industry events, serving as a knowledgeable advocate and subject matter expert for both the platform and clients’ needs.

Essential Functions:

As the Client Success Manager, you will be responsible for taking a proactive approach to understanding the customers’ business, suggesting new and innovative ways to keep them succeeding by leveraging the CreditXpert platform. An engaged Client Success Manager will be excited to… 

• Works cross functionally to ensure onboarding is successful. This requires that Client Success works to oversee and support onboarding new clients.  
• Fully understand the platform, its functionality, and best practices.   
• Coordinating internal and external kick-off calls to support onboarding
• Coordinate weekly onboarding check-ins between Product, Sales, and Client Success
• Support training engagements and successful onboarding tasks in partnership with Product Support; tracking progress and providing reporting in Hubspot
• Dig in to understand the lenders’ business needs and build relationships with key stakeholders.
• Ensure client engagement, platform adoption, and increased utilization through structured and frequent business review meetings – likely quarterly.
• Meet and exceed established Client Performance metrics and KPI’s.
• Leverage the Bird’s-Eye-View of the Client Success role to identify challenges impacting multiple clients, forecast trends, and elevate those findings to the product team for consideration.  
• Monitor client activity, usage, and satisfaction closely and offer solutions before issues occur.  
• Handle escalated issues; dig in to understand and synthesize the challenge and communicate with internal teams to support an efficient resolution.  
• Offer solutions to pain points related to usage and find opportunities for the client to leverage the platform to expand their business.
• Facilitate and support the Lender Renewal process.  
• Attend Industry Events including Trade Shows, getting Onsite, and Zoom meetings as the internal and external SME and as requested by VP and of Sales.

Required Education and Experience

• Minimum of 5+ years’ experience managing Client Success for a SaaS product.  
• Proven success in onboarding new clients, tracking client performance, and growing and renewing accounts.  
• Deep understanding of SaaS products
• Firm understanding of the mortgage credit industry, a plus  
• Bachelors / 4-year degree, a plus
• HubSpot CRM experience, a plus 
• Experience in a start-up environment, a plus

Competencies, Criteria, and Attributes for Success

Job Specific Competencies:

• Client Centric 
• Technical  
• Complex Problem Solver
• Sense of Urgency 
• Team oriented
• Adaptable 
• Professional 
• Detail orientation 

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 

This is a full-time position that may require long hours and occasional weekend work.  

Classification: Exempt

Supervisory: No 

Travel: 25%

May include industry specific tradeshow participation

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 25 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 

• Hubspot
• Atlassian: Jira and Confluence
• Sigma

Compensation & Where You'll Work

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.

Salary: $103,000 – $120,000  (commensurate with experience) base, plus performance-based annual bonus

We're based just outside of Baltimore near Hampden, and we operate on a hybrid schedule with a minimum 2 days in office per week, with the door always open for more days. Our office comes with a great location, catered lunches (M-TH), and hassle-free parking, so the days you are in are easy ones.

Beyond base and bonus, our benefits package includes:

• 100% company-paid healthcare (medical, dental, vision) for most plans
• Flexible PTO
• Company 401(k) contribution
• HSA and FSA options
• ST/LT disability and life insurance
• Professional development and tuition assistance

We built this package intentionally — so you can focus your energy on the work, not on what's missing.

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.