Customer Success Manager

About the role

Fin is on the lookout for a Customer Success Manager to enhance its dynamic team in Sydney. This position is dedicated to assisting businesses in fully leveraging the advantages of Fin's AI-driven customer agent, ensuring that clients experience high levels of adoption and achieve successful outcomes. You will play a pivotal role in guiding customers through their journey, starting from the initial implementation to realizing long-term success with Fin's innovative AI solutions.

Key facts

What you'll do

• Drive the widespread adoption of Fin's offerings, particularly its AI functionalities, by showcasing how these tools can automate customer support and improve self-service capabilities.
• Create and enhance scalable engagement strategies and playbooks tailored for different customer segments, utilizing technology and digital content effectively.
• Oversee the customer implementation and onboarding processes to ensure a robust and successful start from day one.
• Actively monitor customer usage patterns and health metrics to pinpoint risks, opportunities, and avenues for growth.
• Collaborate closely with Sales, Solution Engineering, Education, and Product teams to ensure a seamless customer journey from purchase through to expansion.
• Advocate for the customer's viewpoint by providing valuable feedback to product development teams, suggesting feature enhancements, and contributing to internal training initiatives.
• Participate in shaping Fin's Customer Success framework, which includes establishing processes, tools, metrics, and models designed for high-volume, high-value customer engagements.
• Engage in regular check-ins with customers to assess satisfaction levels and identify areas for improvement or additional support.
• Develop and conduct training sessions for customers to ensure they are fully equipped to utilize Fin's products effectively.
• Analyze customer feedback and usage data to inform product development and enhance customer experience.
• Build and maintain strong relationships with clients, ensuring their expectations are managed and exceeded through proactive communication.
• Collaborate with internal teams to resolve customer issues swiftly and efficiently, ensuring a high level of customer satisfaction.

Requirements

• A minimum of 2 to 4 years of experience in a customer-facing role within the SaaS, technology, or product success sectors, with a proven track record of supporting complex customer needs.
• A strong interest in or prior experience with AI and automation support tools, including the ability to articulate AI features and assist customers in developing workflows.
• Proficiency in discussing technical subjects such as APIs, integrations, and workflows, guiding customers to the appropriate resources as needed.
• Exceptional communication skills, enabling you to convey complex product and technical information clearly to a variety of audiences.
• A data-driven mindset, capable of monitoring usage metrics, defining success criteria, analyzing outcomes, and adjusting strategies accordingly.
• Self-driven and entrepreneurial, comfortable navigating ambiguity, and able to independently build and enhance processes.
• Demonstrated ability to cultivate strong relationships, manage expectations across multiple customers, and collaborate effectively with internal teams.
• Strong problem-solving skills and the ability to think critically about customer needs and solutions.

Nice to have

• Previous experience with SaaS or consumption-based technology companies is a plus.
• Familiarity with customer success metrics and frameworks.
• Experience in training or educating customers on software products.

Skills & tools

• Proficient in AI and automation support tools
• Familiar with APIs and integrations
• Experience in designing and managing workflows
• Knowledge of customer success platforms and tools

Practical notes

• Fin offers a competitive salary along with equity options.
• Employees benefit from catered lunches, a well-stocked kitchen, regular salary reviews, and unrestricted access to AI tools such as Claude Code.
• Flexible paid time off is available to support work-life balance.
• A healthcare stipend is provided for private health insurance for you and your partner or spouse.
• Standard equipment includes MacBooks, with Windows available for specific roles.
• This position is hybrid, requiring employees to be present in the office at least three days a week to foster collaboration and team dynamics.