Scaled Customer Success Manager

ABOUT THE ROLE We are seeking a seasoned Scaled Customer Success Manager to join our team at Fin, a leading AI Customer Agent company. As a key member of our Scaled Customer Success team, you will be responsible for driving broad product adoption, designing engagement strategies, and ensuring seamless customer journeys. You will be the customer's trusted guide, helping them adopt and embed Fin's suite at scale, extract real value, and scale processes to achieve more reliable success. WHAT YOU'LL DO As a Scaled Customer Success Manager, your primary responsibilities will include: - Driving broad product adoption, with a special focus on Fin and AI-powered features, to help customers understand how Fin can 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 your 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 "Scaled CS" means here, including defining processes, tools, metrics, and models for high volume, high value. 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 managing many customers or high-volume engagement. - 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 the ability to engage with customers on technical questions and guide them to resources. - Excellent communication skills, with the ability to break down complex product and technical topics clearly for different audiences. - A data-driven mindset, with the ability to monitor usage metrics, define success metrics, analyze results, and adapt strategy based on outcomes. - 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 even with many customers, manage expectations, and partner with internal stakeholders. WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere, while still being part of a collaborative and dynamic team. We believe that working in person helps us stay connected, collaborate easier, and create a great culture, and we expect employees to be in the office at least three days per week. BENEFITS We offer a competitive salary and equity in a fast-growing start-up, as well as a range of benefits, including: - Unlimited access to Claude Code and best-in-class AI tools, with encouragement and celebration of experimentation and building