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.

The Customer Success Account Manager is a pivotal role , 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.

• 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 escalates

• 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

• 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…