Note: The job is a remote job and is open to candidates in USA. Finalytics AI is a company that provides AI-powered personalization for credit unions and community banks. They are seeking a Customer Success Specialist to manage client relationships, provide product support, and train clients on their platform to enhance user engagement and satisfaction.
Responsibilities
- Serve as primary contact for client product questions and issues
- Troubleshoot platform issues and coordinate with development for resolution
- Diagnose scenario performance problems and recommend fixes
- Document and escalate bugs or feature requests to the product team
- Maintain knowledge base of common issues and solutions
- Manage personalization scenarios across all Finalytics clients daily
- Configure, launch, and monitor campaigns within the platform
- QA scenarios before launch to ensure targeting, content, and tracking are correct
- Analyze scenario performance and recommend optimizations
- Identify underperforming campaigns and propose improvements
- Maintain scenario documentation and client-specific configurations
- Guide new clients through post-kickoff onboarding process
- Train client teams on the Finalytics platform—scenarios, reporting, best practices
- Coordinate data integration setup with client IT teams
- Work directly with clients to understand goals and customize configurations
- Conduct refresher training sessions as client teams evolve
- Create and maintain client-facing training materials
- Train new team members on the Finalytics platform and processes
- Create and maintain internal documentation and playbooks
- Serve as platform expert for internal teams
- Identify process improvements and help implement them
Skills
- 1-3 years in client-facing roles: product support, customer success, implementation, or campaign management
- Strong troubleshooting skills—you dig into problems and find solutions
- Excellent communication skills—you explain technical concepts clearly to non-technical clients
- Highly organized with strong attention to detail
- Comfortable learning and navigating technical platforms quickly
- Analytical mindset—you can look at campaign data and spot optimization opportunities
- Patient and helpful when training clients or resolving issues
- Self-motivated and able to manage multiple clients and priorities independently
- Bachelor's degree or equivalent experience
- Experience with marketing automation, CMS, or personalization tools a plus
- Experience in financial services or credit unions is a plus but not required
Benefits
- Remote-first culture
- Opportunity to grow with a scaling fintech company
- Direct impact on client success and company growth
- Collaborative, low-ego team environment
Company Overview
At Finalytics, we harness artificial intelligence to redefine the digital banking experience. It was founded in 2021, and is headquartered in San Mateo, California, USA, with a workforce of 11-50 employees. Its website is https://finalytics.ai/.
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