Customer Success Account Manager

About Finalytics.ai

Finalytics.ai is a leading fintech company delivering AI-powered personalization solutions purpose-built for credit unions and community financial institutions. Our platform helps member-focused organizations deepen relationships, drive growth, and deliver the right financial products to the right members at the right moment. We are a lean, mission-driven team passionate about the positive impact community financial institutions have on the people they serve.

Position Summary

The Customer Success Account Manager is a pivotal role at Finalytics.ai, responsible for the long-term health, growth, and success of an assigned portfolio of credit union and community financial institution clients. You will serve as a trusted advisor - the single point of strategic continuity between our clients and our platform - ensuring they achieve measurable outcomes and experience lasting value as Finalytics.ai partners.

This is a remote position. You will collaborate with a distributed team while maintaining strong relationships with clients nationwide. Travel to client sites and industry conferences (e.g., CUES, CUNA, GAC) is expected at up to 15% of the time. Remote - USA only, US citizens only

Essential Duties and Responsibilities:

Client Relationship Management

• Serve as the primary strategic contact for an assigned portfolio of credit union and community bank clients, building trusted advisor relationships with key stakeholders and C-suite executives
• Conduct regularly scheduled executive business reviews to align on goals, review platform performance metrics, and identify opportunities for deeper engagement
• Proactively identify and address risks to client satisfaction and retention before they escalate

Onboarding and Implementation

• Partner with clients and internal teams during onboarding to ensure a seamless, successful implementation of the Finalytics.ai platform
• Set clear milestones, communicate progress, and advocate for client needs across product, engineering, and support teams

Growth and Expansion

• Identify opportunities for clients to expand their use of Finalytics.ai products and services to drive additional member value and revenue outcomes
• Collaborate with the sales team on renewal strategy, upsell opportunities, and referrals within the client's network
• Own retention and expansion KPIs for your portfolio and report progress to internal and client leadership

Thought Leadership and Enablement

• Proactively share best practices, platform updates, personalization strategies, and relevant industry insights with assigned clients
• Educate clients on how to maximize the Finalytics.ai platform beyond day-to-day usage - driving innovation, efficiency, and member growth
• Represent Finalytics.ai at industry conferences and events as a subject matter expert in personalization and member engagement

Cross-Functional Collaboration

• Partner with internal teams, including product, marketing, and engineering, to surface client feedback, prioritize enhancements, and improve the overall customer experience
• Contribute to the continuous development of account management processes, playbooks, and best practices
• Report on portfolio health metrics, retention performance, and quarterly initiative progress to internal leadership

Minimum Qualifications

Experience

• 5+ years of experience in account management, customer success, or client services - ideally within a SaaS, fintech, or financial services environment
• Demonstrated track record of meeting or exceeding retention, satisfaction, and revenue expansion targets
• Experience managing relationships with executive and C-suite contacts at client organizations
• Familiarity with the credit union or community banking sector is a strong plus

Skills and Competencies

• Exceptional communication, presentation, and active listening skills, comfortable leading executive-level conversations, and translating complex concepts into actionable insights
• Strong analytical mindset; able to use data and platform metrics to tell a compelling story about client performance and opportunity
• Highly organized with the ability to manage a large client portfolio and multiple concurrent priorities without sacrificing quality or attention to detail
• Consultative approach to client engagement, proactively identifying challenges and opportunities rather than waiting to be asked
• Proficiency with CRM platforms (Salesforce, HubSpot, or similar) and standard business productivity tools
• Self-directed and comfortable working autonomously in a remote, fast-moving startup environment

Education

• Bachelor’s degree in Business, Marketing, Finance, Communications, or a related field — or equivalent professional experience

Preferred Qualifications

• Experience working with credit unions, community banks, or financial services technology companies
• Existing relationships within the CUES, CUNA, or broader credit union ecosystem
• Familiarity with digital banking platforms, marketing automation, or AI-driven personalization tools
• Experience contributing to or building customer success processes and playbooks in a growing company

Compensation and Benefits

Salary

• Base salary: $85,000 – $110,000, commensurate with experience
• Performance-based bonus opportunity tied to portfolio retention and expansion targets

Benefits

• Comprehensive health, dental, and vision insurance — 90% employer-paid
• 401(k)
• Paid Time Off: 10 vacation days (increasing with tenure) + 7 sick days + 10 company holidays
• 100% remote work environment

Our Commitment to Diversity and Inclusion

Finalytics.ai is dedicated to creating a diverse, equitable, and inclusive workplace. We believe that different backgrounds and perspectives strengthen our work and make our solutions more impactful. We actively invite candidates of all backgrounds, identities, and experiences to apply, including those who may not meet every requirement listed above but offer unique value to our team and the credit unions we serve.

How to Apply

To be considered for this role, please submit the following:

• Your resume
• A brief cover letter introducing yourself and your interest in Finalytics.ai
• A short narrative (written or in your cover letter) describing your most successful client relationship - what made it successful, how you developed it over time, and what you would do differently today

We review applications on a rolling basis and aim to respond to all candidates within 5 business days. We look forward to hearing from you.