Luma Financial Technologies · 1 month ago
Customer Success Analyst (CSA)
Cincinnati, OH
Full-time
Hybrid
Entry Level
1+ years expLuma Financial Technologies is a pioneering fintech company that provides a customizable technology platform for financial teams. As a Customer Success Analyst (CSA), you will support clients in realizing the value of Luma's platform through onboarding, training, and ongoing engagement, ensuring a positive client experience.
BankingFinancial ServicesFinTechRetail
Responsibilities
Serve as a frontline contact for customer (Advisor) inquiries via email, calls, chat, or support channels, ensuring prompt and accurate responses
Triage incoming issues and work with internal teams to ensure resolution, escalating more complex items to the CSM or appropriate team
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
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
Ensure timely completion of onboarding milestones and escalate delays or issues to the CSM
Monitor customer usage and engagement metrics to identify accounts that may need attention and reengagement
Support the creation of periodic client summaries and usage reports to guide business reviews
Assist in preparing Net Promoter Score (“NPS”), Customer Satisfaction (“CSAT”), or onboarding feedback surveys, compiling results, and providing key trends
Document FAQs, help center content, and support guides based on recurring client inquiries, to build our Knowledge Base
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
Qualification
Required
1-2 years of experience in a client-facing or operations role, ideally in SaaS or financial services
Strong organizational skills and attention to detail, with the ability to manage multiple requests at once
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
Preferred
Basic understanding of CRMs or support platforms (e.g., Salesforce, Zendesk, HubSpot)
Company
Luma Financial Technologies
Luma is an independent multi-issue platform that provides banks and brokers and dealers an order entry system.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$100.1MKey Investors
Sixth Street
2025-04-16Series C· $63M
2021-12-20Series Unknown· $30.07M
2020-05-13Series Unknown· $7.03M
Leadership Team
Timothy J. Bonacci
President & CEO
Bob Jenkins
Chief Financial Officer
Recent News
2025-12-03
FF News | Fintech Finance
2025-11-23
Company data provided by crunchbase