Client Success Specialist

Role Overview

This role is designed for a Client Success Specialist who will act as the authoritative product expert for a technology-driven insurance platform supporting a broad and expanding network of credit union partners. Responsibilities include fostering product adoption, enabling partners, onboarding, enhancing programs, and maintaining healthy long-term account relationships.

Key Responsibilities

• Function as the lead product expert across over 16 active credit union partners.
• Develop and implement scalable training programs for credit union personnel, in-branch teams, and executives.
• Collaborate with insurance agents locally to coordinate effective partner education and training sessions.
• Create standardized enablement materials, playbooks, and resources deployable efficiently across the partner portfolio.
• Promote successful product adoption and guide partners in platform utilization.
• Manage ongoing relationships with 16+ credit union partners, serving as the primary contact for product inquiries, support escalation, and program improvements.
• Conduct quarterly business reviews and proactive check-ins to assess performance and goals.
• Detect and bridge adoption gaps, recognize achievements, and align partners with program objectives.
• Identify opportunities to broaden product usage within current accounts.
• Lead onboarding from initial kickoff to full deployment using a structured, education-centric approach.
• Coordinate project schedules, training deliveries, and onboarding documentation across internal teams and partners to ensure consistent scalability.
• Advance an AI-first delivery model leveraging tools like Claude and ChatGPT to automate and enhance partner support services.
• Gather, monitor, and analyze referral tracking, engagement metrics, and product utilization data to support decision-making and recommendations.
• Convert feedback into actionable product and process enhancements, collaborating closely with operations, product, and marketing teams.
• Lead cross-functional initiatives involving internal and external stakeholders to improve member outcomes and influence the product roadmap.

Qualifications

• Minimum five years’ experience in partner success, client onboarding, account management, product specialization, or related fields.
• Proven experience managing extensive portfolios, ideally more than 10 accounts.
• Background in startup environments with strong adaptability to ambiguity and evolving priorities.
• Capability to design processes, workflows, and solutions in unstructured settings.
• Familiarity with insurance, financial services, or B2B2C platform partnership landscapes.
• Proficiency in data collection, review, and analysis for informed decision-making.
• Comfortable utilizing a modern, lightweight, AI-first technology stack, including tools such as Claude and ChatGPT for automation.
• Experience with Google Workspace (Docs, Sheets, Slides), HubSpot, Asana, and Canva.
• Strong interpersonal skills with excellent relationship management and communication abilities.
• Exceptional project management and organizational experience, with capability to lead complex cross-functional efforts.
• Ability to independently resolve challenges and progress without comprehensive oversight.

Compensation & Benefits

• Hourly wage ranging from $43.27 to $52.88.
• Equity options included in the overall compensation.
• Medical, vision, and dental insurance plans provided.
• Paid holidays and time off.
• 401(k) retirement plan featuring employer contributions.
• Technology and equipment options tailored for optimal role performance.
• Flexible remote working arrangement.
• Opportunity to contribute to a mission-driven, fast-growing team focused on enhancing retirement healthcare and financial decision-making.