Customer Success Analyst (CSA)

Luma Financial Technologies•Cincinnati, OH

37d•Hybrid

About The Position

As a Customer Success Analyst (CSA), you will play a key supporting role in helping our clients realize the value of our platform. The primary responsibility of this role is to ensure client success, adoption, and value realization directly to advisors affiliated with our enterprise clients. Luma has evolved into a multi-solution (SKU) platform, where our CSAs will provide support across all SKUs. Working closely with the Customer Success Manager and cross-functional teams, you will assist with onboarding, training, and day-to-day customer requests to ensure a seamless and positive client experience. This role is ideal for someone who is detail-oriented, proactive, and passionate about helping customers succeed. You’ll help champion Luma’s value throughout the client journey—from onboarding and implementation to ongoing engagement—ensuring clients feel supported every step of the way. Please note: This opportunity is a hybrid position expected to work 2-3 days/week from Luma's Cincinnati, OH office.

Requirements

1-2 years of experience in a client-facing or operations role, ideally in SaaS or financial services.
Strong organizational skills and attention to detail, with the ability to manage multiple requests at once.
Excellent written and verbal communication skills.
Customer-first mindset with a desire to solve problems and provide a great experience.

Nice To Haves

Basic understanding of CRMs or support platforms (e.g., Salesforce, Zendesk, HubSpot) preferred.
Ability to work well in a fast-paced, collaborative team environment.

Responsibilities

Serve as a frontline contact for customer (Advisor) inquiries via email, calls, chat, or support channels, ensuring prompt and accurate responses.
Triage incoming issues and work with internal teams to ensure resolution, escalating more complex items to the CSM or appropriate team.
Maintain detailed records of customer interactions and ensure support tickets are tracked and closed efficiently while meeting SLAs.
Support platform troubleshooting, including login issues, navigation help, and feature-related questions.
Coordinate setup tasks for new clients, including account configuration, data entry, and internal checklist management.
Support the CSM during onboarding calls and training sessions by documenting client goals and tracking follow-ups.
Prepare onboarding materials and assist with delivering platform walkthroughs and support documentation.
Ensure timely completion of onboarding milestones and escalate delays or issues to the CSM.
Monitor customer usage and engagement metrics to identify accounts that may need attention and reengagement.
Support the creation of periodic client summaries and usage reports to guide business reviews.
Assist in preparing Net Promoter Score (“NPS”), Customer Satisfaction (“CSAT”), or onboarding feedback surveys, compiling results, and providing key trends.
Document FAQs, help center content, and support guides based on recurring client inquiries, to build our Knowledge Base
Collaborate with Product, Support, and Sales teams to support customer requests and project timelines.
Help identify process inefficiencies in onboarding and support workflows and suggest improvements.
Support CSM with CRM updates, meeting prep, and internal reporting dashboards.