Client Success Analyst / Senior Analyst

About the Client

The organization operates within the financial services sector, focusing on empowering financial institutions to center their decisions on customer needs. It offers an AI-driven platform that integrates proprietary data, advanced analytics, and financial expertise to provide timely recommendations where teams work, aiming to enhance decision confidence, strengthen customer relationships, and promote sustainable growth. The company maintains a hybrid work model with offices in multiple major cities and serves clients across the United States, United Kingdom, and other markets accelerating digital banking development.

About the Opportunity

The Client Success Analyst / Senior Analyst plays a critical role in supporting clients to achieve their digital banking priorities and research goals through effective use of the organization's Digital Banking Analyzer platform. This role ensures clients derive actionable insights from the platform, contributing directly to shaping their digital roadmaps and enhancing client engagement and retention. It requires collaboration across multiple internal teams to deliver value and maintain strong client relationships.

Responsibilities

• Support daily client activities and manage client requests in coordination with product delivery teams
• Monitor client health metrics to identify renewal risks and opportunities
• Prepare materials and assist in client meetings
• Manage user access and engagement strategies
• Analyze client usage data and maintain dashboards and reports
• Translate data insights into actionable recommendations
• Maintain data accuracy across accounts
• Develop and optimize client success processes and documentation
• Assist with system updates and create training content
• Collaborate with cross-functional teams to address client needs and escalate issues
• Share client feedback to inform product strategy
• Support renewal and expansion efforts through proactive outreach
• Track key milestones and sales opportunities

Requirements

• Knowledge of digital banking
• Strong verbal and written communication skills
• Experience leading meetings with small to mid-size financial institutions
• Ability to identify automation and operational efficiencies
• Analytical mindset with problem-solving skills
• Proactive, able to multitask and take responsibility
• Commitment to diversity and empathy
• 3-5 years of relevant experience

Skills

• Numeracy
• Commercial awareness
• Video editing
• Familiarity with JIRA, Pendo, and SaaS tools

Pay

Salary range: $75,000-$85,000 plus bonus

Benefits

• Competitive financial, health, and lifestyle benefits
• Flexible work options including remote, flexible hours, and part-time
• Unlimited PTO, floating holidays, volunteer days, and a birthday day off
• Learning and development resources
• Employee Assistance Program offering wellbeing, legal, and financial support