[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.

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

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