Customer Success Specialist

About the role

The Customer Success Specialist will lead white-glove onboarding experiences for enterprise and team subscribers, support adoption of HousingWire Intelligence dashboards and tools, and help customers translate housing market data into actionable business insights.

Responsibilities

• 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
• Maintain 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

Requirements

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

Able 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

Benefits

Position level: Individual contributor

Salary range: base, depending on experience

Bonus: Eligible for performance-based bonus

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