Client Success Representative

2 weeks ago

Glendale, California, United States Plat Full time

About

builds an AI-driven loan origination platform that powers home-improvement financing for banks and specialty lenders. Our team blends deep lending knowledge with modern cloud engineering to deliver fast credit decisions, clear analytics, and a secure borrower experience.


Role Summary

You will be the daily voice of for each LOS client. From the first support ticket to post-release feedback, you will own client satisfaction, keep requests clear, and guide user-acceptance testing so the product team can ship the right features on time.

Key Responsibilities

  • Relationship & Communication:
    • Serve as the single point of contact through Slack, email, and scheduled calls.
    • Provide concise status updates and escalate blockers within one business day.
  • Request Intake & Ticket Creation:
    • Log every new client request in the SUP Service Desk.
    • Tag urgency and business value, then clone or link the ticket to the LOS project when development is needed.
    • Confirm each request has business context and draft acceptance criteria before handing it to the Product Manager.
  • UAT Coordination:
    • Plan and run user-acceptance test cycles.
    • Prepare demo environments and test data, walk clients through scripts, collect sign-off, and record issues for triage.
  • Release & Feedback Loop:
    • Draft client-specific release notes and a short demo video each sprint.
    • Gather feedback and channel it back to the Product Manager.
  • Configuration & Documentation:
    • Keep client rate sheets, email templates, contact lists, and status dashboards current in Confluence.


Ownership & Boundaries

You own client satisfaction, UAT readiness, and the clarity of inbound requests. Roadmap prioritization, ticket grooming, and technical specifications remain with the Product Manager and Solution Engineer.


Qualifications

  • 3+ years in Client Success, Account Management, or Implementation for a SaaS or FinTech product.
  • Familiarity with lending workflows, banking compliance, or loan origination systems.
  • Experience with Jira (or similar ticketing tools) and Confluence.
  • Clear written and spoken English; able to explain technical topics to non-technical users.
  • Strong organization skills and a follow-through mindset.
  • Comfort working across time zones and juggling multiple clients.

Nice-to-Have

  • Background in home-improvement financing or consumer lending.
  • Basic SQL or data-query skills for ad-hoc troubleshooting.
  • Experience recording quick demo videos (Loom or similar).


Compensation and Benefits

  • Competitive salary and performance bonus
  • Medical, dental, and vision coverage
  • 401(k) with company match
  • Paid time off plus holidays
  • Quarterly learning stipend
  • Monthly gym membership support
  • Modern office in central Glendale, stocked kitchen, and regular team lunches
  • Additional perks as we keep expanding our benefits program

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