Customer Success Manager, Scale

About the role

Fin is looking for a Scaled Customer Success Manager to guide our customers through the adoption of our AI-powered support tools. You will build and refine the processes that allow us to deliver high-impact outcomes to a large volume of businesses. This role sits at the intersection of product strategy, technical implementation, and operational efficiency.

Key facts

What you'll do

• Drive adoption of Fin and AI-powered features to help businesses automate support and improve self-serve experiences.
• Create and iterate on engagement playbooks, digital content, and automation strategies to support a large customer base.
• Lead onboarding and implementation sessions to ensure customers are set up for success from the start.
• Track usage and health data to identify expansion opportunities or potential churn risks.
• Partner with Sales, Product, Solution Engineering, and Education teams to manage the end-to-end customer journey.
• Act as the internal voice of the customer to influence product roadmaps and feature development.
• Establish the metrics and operational models for our scaled success program.

Requirements

• 2 to 4+ years of experience in a customer-facing role within SaaS, product success, or technology.
• Demonstrated ability to manage high-volume customer portfolios.
• Proficiency in explaining AI and automation concepts to help customers build effective workflows.
• Technical comfort discussing APIs, integrations, and system workflows.
• Strong communication skills with the ability to translate technical details for executives and support leaders.
• Data-driven approach to monitoring metrics and adjusting strategies based on performance.
• Entrepreneurial mindset with the ability to build processes from the ground up.

Nice to have

• Experience with consumption or usage-based SaaS models.
• Background in Generative AI, virtual agents, or chatbot technologies.
• Operations experience in scaling customer education, onboarding, or digital engagement programs.

Skills & tools

• AI and automation support tools
• API and integration workflows
• Data analysis and metrics tracking
• Customer engagement playbooks

Practical notes

• Candidates must provide proof of eligibility to work in the United States.
• Compensation includes base pay, sales incentives, and Restricted Stock Units (RSUs).
• Benefits include medical, dental, and vision coverage, 401k with match, paid parental leave, and flexible time off.
• Employees receive access to Claude Code and other AI tools for experimentation.
• Fin maintains a policy of neutrality regarding social and political topics in internal and external communications.