Client Success Representative

Client Success Representative

Plat.ai 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.

You will be the daily voice of Plat.ai 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.

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