Customer Success Specialist

Actively Reviewing the Applications

Extractable

India Full-Time On-site

Posted 7 hours ago • Apply by June 13, 2026

Job Description

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