Customer Success Specialist
Company: Extractable
Location: San Francisco
Posted on: April 1, 2026
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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 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
Keywords: Extractable, San Mateo , Customer Success Specialist, IT / Software / Systems , San Francisco, California
