Customer Success Specialist
Extractable•San Francisco, CA
•Remote
About The Position
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.
Requirements
- 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
Nice To Haves
- Experience with marketing automation, CMS, or personalization tools a plus
- Experience in financial services or credit unions is a plus but not required
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
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
