Customer Success Manager

Customer Success Manager

Who we are:

Vic.ai has been pioneering the use of AI to digitally transform accounting and finance processes to improve productivity, decision-making, and ROI for more than six years. Vic.ai addresses the most manual and inefficient task in accounting – invoice processing – to improve its speed and scalability, ultimately enabling customers to reinvent their accounts payable operations and improve financial management. By processing over half a billion invoices with up to 99% accuracy, Vic.ai has helped 10,000+ customers achieve nearly $188 million in cost savings and 6 million hours in time savings.

We're a Series C-funded company and are fortunate to have some renowned investors and partners: Costanoa Ventures, Cowboy Ventures, Notable, and ICONIQ Capital.

We invite you to check out our blog posts over the past year! Follow this link to our site. 

Role: Customer Success Manager

We are looking for a highly motivated Customer Success Manager who thrives in client-facing roles and can balance customer satisfaction with company priorities. This key team member will drive adoption, enhance client onboarding, and foster long-term customer relationships.

As part of our growing Customer Success team, you’ll manage accounts, build tools to improve customer journeys and tackle operational challenges during onboarding. While account management and relationship-building are your primary focus, problem-solving and troubleshooting are also essential to the role.

This position is based in Cary, NC, with a hybrid schedule of 2-3 days in the office each week, collaborating with our dynamic team. Your mission is to help customers develop tools that enhance our product and ensure their journey with Vic.ai is seamless, while also handling key operational onboarding tasks.

What you’ll do:

• Drive adoption of Vic.ai products by providing insights and best practices to enhance customer experiences.

• Respond to and troubleshoot customer inquiries via Intercom.

• Communicate daily with firm partners and users to build relationships and ensure satisfaction.

• Advocate for customers internally, providing feedback to improve product features and services.

• Track accounts to identify and mitigate churn risks, ensuring customer retention through regular check-ins and strategic business reviews.

• Actively suggest solutions to address common customer challenges.

• Collaborate cross-functionally with internal teams to translate business needs into actionable solutions for clients.

What you'll need:

• Experience: 2+ years in customer-facing roles, such as Customer Success, Account Management, or Strategic Consulting. SaaS implementation and office of the CFO/finance experience is a plus.

• Skills: 

  • Strong interpersonal skills and ability to build relationships with internal and external stakeholders.

  • Proficiency in onboarding, implementation, and consultation processes.

  • Diplomatic and poised under pressure, with a proactive approach to problem-solving.

  • Experience facilitating client-facing meetings and product training sessions.

  • Familiarity with tools like Gainsight, G-Suite, HubSpot, LogRocket, Jira, and Intercom is highly preferred.

• Education: 

  • Bachelor's degree or equivalent in a relevant field.

What you’ll get in return:

Vic.ai is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. At Vic.ai, we va