Scaled Customer Success Manager

Fin is an AI customer agent company focused on enabling businesses to deliver impeccable, always on customer support across the entire customer journey - from service and sales to e commerce. Powered by proprietary AI models, Fin resolves complex issues end to end across every channel with minimal set up and integration. The company combines its AI powered Fin product with a natively integrated Intercom help desk to provide a single system for modern support teams.

Founded in 2011, Fin has grown into one of the largest private software companies worldwide with nearly 30,000 global customers. The culture is driven by core values that emphasize speed, intensity, and relentless value delivery.

What's the opportunity?

We're building Fin's Scaled Customer Success team to reach more customers, deliver consistent high impact outcomes, and focus on our unique AI powered products. As a Scaled Customer Success Manager, you will guide customers in adopting and embedding Fin's suite at scale, extracting real value, and scaling processes to enable more reliable success.

What will I be doing?

• Drive broad product adoption, especially of Fin and AI features, helping customers see how Fin can automate support, enhance service, and enable self serve experiences alongside human support.
• Design, implement, and iterate engagement strategies and playbooks that scale across customer segments-leveraging technology, automation, digital content, and smart touchpoints.
• Own implementation and onboarding conversations, ensuring customers are set up for success from Day 1.
• Monitor usage and health signals proactively to identify risks, opportunities, and expansion paths, and intervene when needed.
• Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey from purchase through expansion.
• Act as the Voice of the Customer, feeding insights from scaled engagements back into roadmap, feature improvements, messaging, and internal training.
• Help define "Scaled CS" by building processes, tools, metrics, and models for high volume, high value outcomes.

What skills do I need?

• 2 4+ years in a customer facing role in SaaS, technology, product success, or similar, managing a large number of customers or high volume engagements.
• Strong interest in or experience with AI and automation support tools; ability to explain Fin features and use cases and help customers build workflows around them.
• Comfortable discussing technical topics such as APIs, integrations, and workflows - confident engaging with customers on technical questions and guiding them to resources.
• Excellent communication skills, able to simplify complex product and technical topics for diverse audiences (executives, operations, support leaders).
• Data driven mindset: monitor usage metrics, define success metrics, analyse results, and adapt strategy based on outcomes.
• Self starter, entrepreneurial, comfortable in ambiguity, building processes from scratch and continuously improving them.
• Strong relationship builder: maintain trust with many customers, manage expectations, and partner with internal stakeholders.

Benefits

• Competitive salary and equity in a fast growing start up.
• Weekly lunch and snack foods, fully stocked kitchen.
• Unlimited access to Claude Code and best in class AI tools; experimentation and building is encouraged.
• Pension scheme and match up to 4 %.
• Comprehensive health and dental insurance for you and your dependents.
• Open vacation policy and flexible holidays.
• Paid maternity leave; 6 weeks paternity leave for fathers.
• Cycle to Work Scheme with secure bike storage.
• MacBooks standard, with Windows options for some roles as needed.

Fin has a hybrid working policy, with employees expected to be in the office at least three days per week.

Fin values diversity and is committed to Equal Employment Opportunity. We do not discriminate on any protected basis under federal, state, or local law.