Customer Success Specialist

About Finalytics.ai

Finalytics.ai provides AI-powered personalization for credit unions and community banks. Our platform helps financial institutions deliver personalized digital experiences that drive member engagement and growth. We serve 20+ financial institutions with zero churn and are scaling rapidly.

The Role

The Product Specialist is the platform expert for our clients. You'll manage day-to-day scenarios, train clients on the platform, troubleshoot issues, and recommend optimizations. When clients have questions about how to get results from Finalytics, you're the person they turn to.

This is a client-facing, hands-on role that combines product support, scenario management, and client training. You'll develop deep expertise in our platform and become the go-to resource for both clients and internal teams.

What You'll Do

Product Support & Issue Resolution

• 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

Scenario Management & Optimization

• 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

Client Onboarding & Training

• 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

Internal Training & Process

• 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

What We're Looking For

• 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
• Experience with marketing automation, CMS, or personalization tools a plus
• Self-motivated and able to manage multiple clients and priorities independently
• Experience in financial services or credit unions is a plus but not required
• Bachelor's degree or equivalent experience

Career Path

This role is a launchpad. As you develop deep platform expertise and client management skills, there's a clear path to Implementation Manager—leading client implementations and managing a team of Product Specialists as we scale.

Location

This is a remote position. We prefer candidates located in Central US time zones for coverage across our client base, but we're flexible for the right candidate.

What We Offer

• Competitive salary ($60,000 - $80,000 based on experience)
• Remote-first culture
  
• Opportunity to grow with a scaling fintech company
• Direct impact on client success and company growth
• Collaborative, low-ego team environment