[Remote] Customer Success Specialist

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.ResponsibilitiesServe as primary contact for client product questions and issuesTroubleshoot platform issues and coordinate with development for resolutionDiagnose scenario performance problems and recommend fixesDocument and escalate bugs or feature requests to the product teamMaintain knowledge base of common issues and solutionsManage personalization scenarios across all Finalytics clients dailyConfigure, launch, and monitor campaigns within the platformQA scenarios before launch to ensure targeting, content, and tracking are correctAnalyze scenario performance and recommend optimizationsIdentify underperforming campaigns and propose improvementsMaintain scenario documentation and client-specific configurationsGuide new clients through post-kickoff onboarding processTrain client teams on the Finalytics platform—scenarios, reporting, best practicesCoordinate data integration setup with client IT teamsWork directly with clients to understand goals and customize configurationsConduct refresher training sessions as client teams evolveCreate and maintain client-facing training materialsTrain new team members on the Finalytics platform and processesCreate and maintain internal documentation and playbooksServe as platform expert for internal teamsIdentify process improvements and help implement themSkills1-3 years in client-facing roles: product support, customer success, implementation, or campaign managementStrong troubleshooting skills—you dig into problems and find solutionsExcellent communication skills—you explain technical concepts clearly to non-technical clientsHighly organized with strong attention to detailComfortable learning and navigating technical platforms quicklyAnalytical mindset—you can look at campaign data and spot optimization opportunitiesPatient and helpful when training clients or resolving issuesSelf-motivated and able to manage multiple clients and priorities independentlyBachelor's degree or equivalent experienceExperience with marketing automation, CMS, or personalization tools a plusExperience in financial services or credit unions is a plus but not requiredBenefitsRemote-first cultureOpportunity to grow with a scaling fintech companyDirect impact on client success and company growthCollaborative, low-ego team environmentCompany OverviewAt 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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