Luma Financial Technologies

Customer Success Analyst

Cincinnati, OH

Sponsorship not specified$20k-$90kDetected 7 days ago

JiraHubSpotSalesforceCRMProcess ImprovementCustomer SuccessZendeskResearchCommunicationOrganizational Skills

About the role

As a Customer Success Analyst (CSA), you will play a key supporting role in helping our clients realize the value of our platform.
The primary responsibility of this role is to ensure client success, adoption, and value realization directly to advisors affiliated with our enterprise clients.
Working closely with the Customer Success Manager and cross-functional teams, you will assist with onboarding, training, and day-to-day customer requests to ensure a seamless and positive client experience.

Advisor Support & Task Execution Serve as a frontline contact for customer (Advisor) inquiries via email, calls, or support channels, ensuring prompt and accurate responses.
Maintain detailed records of customer interactions and ensure support tickets are tracked and closed efficiently while meeting SLAs.
Support platform troubleshooting, including login issues, navigation help, and feature-related questions.
Advisor Onboarding & Implementation Support Coordinate setup tasks for new clients, including account configuration, data entry, and internal checklist management.
Support the CSM during onboarding calls and training sessions by documenting client goals and tracking follow-ups.
Prepare onboarding materials and assist with delivering platform walkthroughs and support documentation.
Support the creation of periodic client summaries and usage reports to guide business reviews.
Document FAQs, help center content, and support guides based on recurring client inquiries, to build our Knowledge Base Internal Coordination & Process Improvement Collaborate with Product, Support, and Sales teams to support customer requests and project timelines.
Help identify process inefficiencies in onboarding and support workflows and suggest improvements.
Support CSM with CRM updates, meeting prep, and internal reporting dashboards.

Luma gives these users the ability to oversee the full, end-to-end process lifecycle by offering a suite of solutions.
Support a seamless onboarding experience with 100% checklist completion within target timelines.

Turn around client requests and tasks with consistent timeliness (e.g., 95% of tasks completed within SLA).
Reduce average ticket handling time through improved internal processes and documentation.
1-2 years of experience in a client-facing or operations role, ideally in SaaS or financial services.
Excellent written and verbal communication skills.
Customer-first mindset with a desire to solve problems and provide a great experience.
Ability to work well in a fast-paced, collaborative team environment.

Proactively flag customer risks to Customer Success Manager (CSM) and/or Company Relationship Manager (RM) before issues escalate.
This role is ideal for someone who is detail-oriented, proactive, and passionate about helping customers succeed.

This listing is sourced directly from Luma Financial Technologies's careers page and normalized into a canonical job model.