Client Success Representative

About Plat.ai

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.

Role Summary

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.

Ownership & Boundaries

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