Customer Success Manager

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

We're building Fin's Scaled Customer Success team to reach more customers, provide consistent high-impact outcomes, and leverage our AI-powered products and deep domain expertise. As a Scaled Customer Success Manager, you'll be the customer's trusted guide,helping them adopt and embed Fin's suite at scale, extracting real value, and scaling processes so more businesses succeed.

Responsibilities

• Drive broad product adoption, focusing on Fin and AI-powered features: helping customers understand how Fin can automate support, enhance service, and deliver self-serve experiences.
• Design and implement engagement strategies and playbooks that can scale across customer segments.
• Own implementation and onboarding conversations for your customers, ensuring they're set up for success from Day 1.
• Monitor usage and health signals proactively,identifying risks, opportunities, and expansion paths.
• Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey.
• Act as the Voice of the Customer: feeding insights from scaled engagements back into the product roadmap and feature improvements.
• Help define what 'Scaled CS' means: defining processes, tools, metrics, and models for high-volume, high-value engagements.

Requirements

• 2–4+ years in a customer-facing role in SaaS/technology/product success, with a track record of managing many customers or high-volume engagement.
• Strong interest in/experience with AI and automation support tools.
• Comfortable discussing technical topics such as APIs, integrations, and workflows.
• Excellent communication skills: breaking down complex product and technical topics clearly for different audiences.
• Data-driven mindset: monitoring usage metrics, defining success metrics, analysing what's working, and adapting strategy based on results.
• Self-starter, entrepreneurial, comfortable in ambiguity; able to build processes from scratch and consistently improve them.
• Strong relationship builder: maintaining trust with many customers, managing expectations, and partnering with internal stakeholders.

Benefits

• Competitive salary and equity in a fast-growing start-up.
• Catered lunch every weekday, plus a fully stocked kitchen.
• Regular compensation reviews.
• Unlimited access to Claude Code and best-in-class AI tools.
• Flexible paid time off policy.
• Healthcare stipend towards private health insurance for you and your partner/spouse.
• MacBooks are our standard, but we also offer Windows for certain roles when needed.