Customer Success Manager

About the role

Fin is seeking a Customer Success Manager to join its growing team in Sydney. This role focuses on helping businesses maximize the value of Fin's AI-powered customer agent, ensuring high adoption and successful outcomes. You will guide customers through their journey, from initial setup to achieving long-term success with Fin's AI solutions.

Key facts

What you'll do

• Promote widespread adoption of Fin's products, especially AI features, by demonstrating how they automate support and enhance self-service.
• Develop and refine scalable engagement strategies and playbooks for various customer segments, using technology and digital content.
• Manage customer implementation and onboarding processes to ensure a strong start from day one.
• Proactively monitor customer usage and health indicators to identify risks, opportunities, and potential for growth.
• Work closely with Sales, Solution Engineering, Education, and Product teams to create a smooth customer experience from purchase to expansion.
• Represent the customer's perspective, providing feedback to product development, feature improvements, and internal training.
• Contribute to defining Fin's Customer Success framework, including processes, tools, metrics, and models for high-volume, high-value engagements.

Requirements

• 2 to 4+ years in a customer-facing role within SaaS, technology, or product success, with experience supporting complex customer needs.
• Strong interest in or experience with AI and automation support tools, including explaining AI features and building customer workflows.
• Ability to discuss technical topics like APIs, integrations, and workflows, guiding customers to appropriate resources.
• Excellent communication skills to clearly explain complex product and technical information to diverse audiences.
• A data-driven approach to monitoring usage metrics, defining success, analyzing results, and adapting strategies.
• Self-motivated and entrepreneurial, comfortable with ambiguity, and able to build and improve processes independently.
• Proven ability to build strong relationships, manage expectations across multiple customers, and collaborate with internal teams.

Nice to have

• Experience with SaaS or consumption-based technology companies.

Skills & tools

• AI and automation support tools
• APIs
• Integrations
• Workflows

Practical notes

• Competitive salary and equity are offered.
• Benefits include catered lunch, a fully stocked kitchen, regular compensation reviews, and unlimited access to AI tools like Claude Code.
• Flexible paid time off is provided.
• A healthcare stipend is available for private health insurance for you and your partner/spouse.
• MacBooks are standard, with Windows available for specific roles.
• This is a hybrid role, requiring employees to be in the office at least three days per week.