# Customer Success Manager

**Company**: Fin
**Location**: Sydney, Australia
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/8011636?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7f032fd1-88c

## Description

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, implement, and iterate on 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; drive intervention where needed.

- Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey.

- Act as the Voice of the Customer: feed insights from scaled engagements back into the product roadmap, feature improvements, messaging, and internal training.

- Help define what 'Scaled CS' means here: you'll be a builder,defining processes, tools, metrics, and models for high-volume, high-value engagements.

### Requirements

- 2–4+ years in a customer-facing role in SaaS, technology, or product success, with a track record of managing many customers or high-volume engagement.

- Strong interest in or experience with AI and automation support tools; ability to explain AI/Fin features and use cases to customers.

- Comfortable discussing technical topics such as APIs, integrations, and workflows.

- Excellent communication skills: able to break down complex product and technical topics clearly for different audiences.

- Data-driven mindset: able to monitor usage metrics, define success metrics, analyse what's working, and adapt strategy based on results.

- Self-starter, entrepreneurial, comfortable in ambiguity; able to build processes from scratch and consistently improve them.

- Strong relationship builder: able to maintain trust with many customers, manage expectations, and partner 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.

## Skills

### Required
- AI
- automation support tools
- SaaS
- product success
- communication
- data analysis
- relationship building

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/8011636?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)