Customer Success Specialist

🕒 March 15

🏄 California – Remote

🏄 California – Remote

💵 $60k - $80k / year

⏰ Full Time

🟢 Junior

🏆 Customer Success

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Extractable

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1999

🤝 B2B

🏦 Banking

B2B • Banking

Extractable is a B2B digital strategy and experience design agency that helps financial institutions transform their digital customer experiences. They provide digital strategy, user experience and visual design, content strategy and development, technology and API integration planning, and data analysis to drive engagement, adoption, and conversions for banks, credit unions, and other financial services organizations. Extractable focuses on measurable, data-driven digital transformation and ongoing optimization for enterprise financial clients.

📋 Description

• 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 • 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

🎯 Requirements

• 1-3 years in client-facing roles: product support, customer success, implementation, or campaign management • Strong troubleshooting skills • Excellent communication skills • Highly organized with strong attention to detail • Comfortable learning and navigating technical platforms quickly • Analytical mindset • 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

🏖️ 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