Client Success Specialist

Silvur is modernizing retirement decision-making in America by partnering with financial institutions to deliver personalized content, calculators, and connections to healthcare and financial services for their account holders—supporting critical decisions in their 50s, 60s, and beyond. Our tech-powered insurance platform guides members through major health and wealth decisions.

We’ve doubled our partner network—from 8 to 17 credit unions—and are entering our most ambitious season yet. We’re seeking a Client Success Specialist to manage and grow our expanding network.

As our Client Success Specialist, you’ll serve as the primary point of contact for credit union partners, ensuring they remain engaged, well-supported, and derive maximum value from the Silvur program. Your responsibilities will include managing day-to-day relationships, driving adoption, delivering training, and building scalable playbooks to support a growing partner network with a lean team.

Given our lean team and large partner base, your success hinges on both relationship quality and the ability to create repeatable playbooks, scalable training, and data-driven engagement strategies—leveraging AI to streamline processes.

What You’ll Own

Partner Relationship Management

• Serve as the day-to-day contact for credit union partners, addressing product questions, resolving escalations, and ensuring program success
• Proactively manage partner relationships through regular check-ins, quick responses, and delivering a superior partner experience
• Facilitate recurring meetings and executive business reviews to identify adoption gaps, celebrate successes, and align on goals
• Identify and act on opportunities to deepen product usage and referral volume within partner accounts

Product Adoption & Enablement

• Become an expert on Silvur’s Insurance platform and the go-to resource for partners
• Design and deliver training for credit union staff and in-branch teams, collaborating with local Silvur Insurance agents
• Develop repeatable enablement materials, playbooks, and resources for efficient deployment across a large partner portfolio

Data, Reporting & Cross-Functional Collaboration

• Monitor referral activity, engagement, and product utilization across partners, using data to guide your focus areas
• Share insights and trends with internal teams, translating partner feedback into actionable product and process recommendations
• Collaborate with operations, product, and marketing teams to enhance client and member outcomes

Onboarding & Implementation (growing over time)

• Support the onboarding of new partners from kickoff through deployment, emphasizing an education-first approach. This responsibility will expand as our partner network grows.

How We’ll Measure Success

This role is data-driven, focused on the health of our partnerships. Success is measured by partner adoption and engagement, ensuring strong and long-lasting relationships.

• Partner satisfaction and retention—partners remain engaged, supported, and see clear value, renewing their partnerships with Silvur. Measured through business review outcomes, partner revenue trends, and direct feedback.
• Program adoption and engagement—partner staff are trained and engaged, driving critical KPIs for program success.

What This Role Is

We aim for transparency so you can self-select accurately:

• You’ll build processes and systems on the fly. Thriving in ambiguity, you’ll create structure where none exists and won’t wait for directives from executives.
• You’ll grow with the company. Start with a defined set of partners and expand into deeper ownership over time. This is a launchpad, not a temporary position.
• You’ll help redefine the role itself. We’re building everything with AI in mind. You’ll design AI-first workflows and automations, enabling one person to handle what previously required a team. We use Claude daily, and so will you.

Requirements

Travel is expected for in-branch training, executive business reviews, and relationship-building across our credit union network.

Preferred Qualifications

• 1-2+ years of experience in partner success, client onboarding, account management, marketing, or product specialist roles
• Startup experience preferred; comfortable with ambiguity and building processes from scratch
• Experience analyzing data to make informed decisions
• Familiarity with a modern, AI-first tech stack, including Claude, Google Workspace (Docs, Sheets, Slides), HubSpot, Asana, and Canva
• Strong relationship-building, communication, and project-management skills
• Ability to lead cross-functional initiatives with internal and external stakeholders