Client Success Specialist

Remote (United States)

Job Details

Department: Sales

Employment Type: Full-time

Base Salary: $90,000 - $110,000 per year

Incentive: Eligible for performance-based incentive compensation of up to $40,000, depending on results

About the Role

This opportunity is for a Client Success Specialist who will serve as the central product expert for a technology-powered insurance platform across a large and growing portfolio of credit union partners. The role is responsible for product adoption, partner enablement, onboarding, program optimization, and long-term account health.

The Client Success Specialist will manage more than 16 active credit union partners. Success in this position requires strong relationship management as well as the ability to build repeatable playbooks, scalable training programs, AI-supported workflows, and data-informed engagement strategies that can be applied across a substantial portfolio.

This role operates in a fast-moving, early-stage environment with ambiguity, evolving priorities, and processes that may need to be developed from the ground up. The successful candidate should be comfortable identifying solutions independently rather than relying on executives to provide every answer.

What You’ll Do

Product Adoption and Partner Enablement

• Serve as the primary product expert for the insurance platform across all active credit union partners.
• Design and deliver scalable training programs for credit union staff, in-branch teams, and executive stakeholders.
• Collaborate with local insurance agents to coordinate effective partner education and training.
• Create repeatable enablement materials, playbooks, and resources that can be deployed efficiently across a large partner portfolio.
• Support product adoption and help partners use the platform effectively.

Partner Relationship Management

• Own the ongoing relationship for more than 16 credit union partners.
• Serve as the primary point of contact for product questions, support escalations, and program optimization.
• Lead quarterly business reviews and proactive partner check-ins.
• Identify product adoption gaps, recognize successful outcomes, and align with partners on program goals.
• Identify and act on opportunities to expand product usage within existing accounts.
• Maintain strong, productive relationships with internal and external stakeholders.

Onboarding and Implementation

• Lead new partner onboarding from the initial kickoff through full program deployment.
• Use a structured, education-focused approach to guide partners through implementation.
• Coordinate project timelines, training delivery, and onboarding documentation across internal teams and partner organizations.
• Support a consistent and scalable onboarding experience across the partner portfolio.

Technology and AI-Enabled Delivery

• Help build an AI-first delivery model for partner success programs.
• Use Claude and ChatGPT to create automations that support the efficient delivery of partner materials and services.
• Apply modern technology tools to improve scalability, consistency, and operational efficiency.

Data, Reporting, and Cross-Functional Collaboration

• Establish and monitor referral tracking, engagement metrics, and product utilization data across the partner portfolio.
• Collect and analyze data to support informed decisions and partner recommendations.
• Identify meaningful insights and trends and communicate them to internal teams.
• Translate partner feedback into actionable product and process recommendations.
• Partner with operations, product, and marketing teams to improve member outcomes.
• Use partner insights and performance data to help influence the product roadmap.
• Lead cross-functional initiatives involving internal teams and external stakeholders.

Qualifications

• At least five years of experience in partner success, client onboarding, account management, product specialist work, or a related field.
• Experience managing a large portfolio, preferably consisting of 10 or more accounts.
• Startup experience and the ability to work effectively in an ambiguous, rapidly evolving environment.
• Ability to create processes, workflows, and solutions where established structures may not yet exist.
• Background in insurance, financial services, or B2B2C platform partnerships.
• Experience collecting, reviewing, and analyzing data to make informed decisions.
• Comfort using a modern, lightweight, AI-first technology stack.
• Essential experience using Claude and ChatGPT to support automation and scalable partner delivery.
• Familiarity with Google Workspace, including Docs, Sheets, and Slides.
• Experience with tools such as HubSpot, Asana, and Canva.
• Excellent relationship-building and stakeholder-management skills.
• Strong written and verbal communication skills.
• Strong project-management and organizational abilities.
• Ability to lead cross-functional initiatives involving both internal and external stakeholders.
• Ability to work independently, solve unfamiliar problems, and make progress without complete direction.

Benefits

• Equity options as part of the total compensation package.
• Medical, vision, and dental benefits.
• Paid time off and paid holidays.
• 401(k) plan with an employer contribution.
• Choice of technology and equipment needed to perform the role effectively.
• Flexible remote work environment.
• Opportunity to work with an impact-driven, high-growth team focused on improving retirement healthcare and financial decision-making.