Customer Success Account Manager
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Job Description
Customer Success Account Manager ensuring long-term health and success for credit union clients at fintech startup. Managing relationships, onboarding, and driving engagement with clients nationwide.
Responsibilities:
- 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
- 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
- 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
- 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
- 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
Requirements:
- 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
- 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
- Bachelor’s degree in Business, Marketing, Finance, Communications, or a related field — or equivalent professional experience
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
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