Customer Success Manager

ABOUT THE ROLE As a Customer Success Manager at Fin, you will be the trusted guide for our customers, helping them adopt and embed our AI-powered products, extract real value, and scale processes for success. You will drive broad product adoption, design engagement strategies, own implementation and onboarding conversations, and monitor usage and health signals to identify risks and opportunities. WHAT YOU'LL DO Your key responsibilities will include: - Driving product adoption, with a special focus on Fin and AI-powered features, to help customers automate support, enhance service, and deliver self-serve experiences. - Designing, implementing, and iterating on engagement strategies and playbooks that can scale across customer segments, leveraging technology, automation, digital content, and smart touchpoints. - Owning implementation and onboarding conversations for customers, ensuring they are set up for success from Day 1. - Monitoring usage and health signals proactively, identifying risks, opportunities, and expansion paths, and driving intervention where needed. - Collaborating closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey from purchase through expansion. - Acting as the Voice of the Customer, feeding insights from scaled engagements back into the product roadmap, feature improvements, messaging, and internal training. - Helping define what Customer Success means at Fin, building processes, tools, metrics, and models for high-volume, high-value outcomes. WHAT YOU'LL NEED To succeed in this role, you will need: - 2-4+ years of experience in a customer-facing role in SaaS, technology, or product success, with a track record of supporting complex customer needs. - Strong interest in or experience with AI and automation support tools, with the ability to explain AI/Fin features and use cases to customers and help them build workflows around them. - Comfortable discussing technical topics such as APIs, integrations, and workflows, with excellent communication skills to break down complex product and technical topics for different audiences. - Data-driven mindset, with the ability to monitor usage metrics, define success metrics, analyze what is and isn't working, and adapt strategy based on results. - Self-starter, entrepreneurial, and comfortable in ambiguity, with the ability to build processes from scratch and consistently improve them. - Strong relationship builder, with the ability to maintain trust with customers, manage expectations, and partner with internal stakeholders. WHY REMOTE Fin offers a hybrid working policy, allowing employees to balance in-office collaboration with flexibility to work from home. We expect employees to be in the office at least three days per week. BENEFITS As a Customer Success Manager at Fin, you will enjoy: - Competitive salary and equity in a fast-growing start-up. - Flexible paid time off policy. - Healthcare stipend towards private health insurance for you and your partner/spouse. - Unlimited access to Claude Code and best-in-class AI tools, with experimentation and building encouraged and celebrated. - MacBook as standard, with Windows available for certain roles when needed.