Customer Success Specialist

finally•Boca Raton, FL

39d•Onsite

About The Position

finally is one of America’s fastest-growing and most exciting fintech companies, focused on being the premier financial automation platform for SMBs. Our innovative product suite integrates Credit & Banking, Billing & Invoicing, Bookkeeping, and Taxes, all harmonized through cutting-edge artificial intelligence to aid Small to Medium-sized businesses. Finally aims to declutter financial operations, providing businesses with a seamless financial journey, allowing them to focus on what truly matters – their growth. We’re headquartered in sunny South Florida and we raised $200 million dollars just in 2024 to bolster our growth, to innovate, and to continue to serve our customers. Our company has more than 250 individuals today across 3 offices. We’re proud to serve as the official corporate card and spend management platform for iconic sports franchises like the Florida Panthers, Miami Heat, and Chicago Bulls. Position: Customer Success Specialist As a Customer Success Specialist, you are the primary advocate for our customers. You will ensure that every business using our corporate cards and expense tools feels supported, empowered, and successful.

Requirements

Relevant Experience: 1–3 years in Customer Success, Account Management, or Sales—ideally in SaaS, Fintech, or high-growth teams (expense management a plus).
Consultative Communicator: Build trust quickly and explain complex financial or technical concepts clearly across phone, email, and chat.
Analytical Thinker: Use data and trends to drive adoption, reduce churn risk, and spot growth opportunities.
Tech-Forward: Comfortable with modern tools, including AI-powered workflows; experience with Zendesk, Intercom, or CRMs is a plus.
Problem Solver: Proactive, resourceful, and comfortable navigating ambiguity to build scalable solutions.
Detail-Oriented: Precise and dependable when managing financial data and compliance-related work.

Nice To Haves

Exposure to basic accounting or tools like QuickBooks, Xero, or NetSuite.

Responsibilities

Ownership Model: You will own a portfolio of SMB customers using finally’s corporate cards and expense platform, maintaining end-to-end accountability from onboarding through ongoing adoption and expansion.
Drive Card Activation & Spend Growth: Monitor customer usage and spend patterns to identify engagement gaps, remove adoption barriers, and proactively intervene to increase card utilization across your portfolio.
Be a Trusted Advisor: Act as the operational point of contact for customers, building strong consultative relationships by understanding their business needs and aligning finally’s AI-powered tools with their internal processes and long-term goals.
Solve Problems with Urgency: Resolve inquiries via phone, email, and chat with empathy and precision. You don’t just answer questions; you solve the underlying business challenge.
Drive Product Adoption: Proactively monitor customer health and usage trends. If a customer isn’t using a feature that could save them time or money, you’ll guide them through adoption.
Manage Escalations End-to-End: Take ownership of customer escalations, ensuring clear communication, accurate follow-through, and timely resolution across Sales, Product, Risk, and Engineering.