Scaled Customer Success Manager

About the role

Fin is looking for a Scaled Customer Success Manager to help businesses maximize the impact of our AI-powered customer support tools. You will build and refine the strategies that allow us to support a large volume of clients, ensuring they successfully adopt our technology to automate and improve their service operations.

Key facts

What you'll do

• Guide customers through the adoption of Fin and our AI-driven features to automate support workflows.
• Create and iterate on engagement playbooks and automated strategies to manage high-volume customer segments.
• Manage the implementation and onboarding process for new accounts to ensure immediate value.
• Track usage data and health indicators to identify expansion opportunities or potential churn risks.
• Partner with Sales, Product, and Solution Engineering teams to align on the customer journey.
• Provide feedback to the product team based on user insights to influence future feature development.
• Establish the operational framework and metrics for our scaled success model.

Requirements

• 2 to 4+ years of experience in a customer-facing role within the SaaS or technology sector.
• Proven ability to manage a large portfolio of customers or high-volume engagement models.
• Familiarity with AI and automation tools, with the ability to explain technical use cases to clients.
• Technical literacy regarding APIs, software integrations, and workflows.
• Strong communication skills to translate complex product details for diverse stakeholders.
• Analytical mindset with the ability to define success metrics and optimize processes based on data.
• Entrepreneurial approach to building new systems and managing ambiguity.

Skills & tools

• AI and automation support platforms
• API and integration workflows
• Data analysis and metrics tracking
• Customer lifecycle management

Practical notes

• Compensation includes a competitive salary and equity.
• Benefits include a pension scheme with up to 4% match, comprehensive health and dental insurance for you and dependents, and life assurance.
• Perks include daily catered lunches, a fully stocked kitchen, and a Cycle-to-Work scheme.
• Leave policies include an open vacation policy, flexible holidays, paid maternity leave, and 6 weeks of paternity leave.
• Employees receive a MacBook, with Windows options available for specific roles.
• You will have unlimited access to Claude Code and other top-tier AI tools.