Customer onboarding & adoption
Lead white-glove onboarding for enterprise and team subscriptions
Guide subscribers through HousingWire 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 HousingWire 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

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

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

Customer Success Specialist

Key skills