Customer Success Manager, Scale

<div class="content-intro"><p><a href="https://fin.ai/">Fin</a> is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.</p> <p>Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.</p> <p>Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.</p></div><h2><strong>What's the opportunity? </strong></h2> <p>We’re building Fin's Scaled Customer Success team to reach more customers, provide consistent high-impact outcomes, and lean even harder into what makes us unique: our AI-powered products (especially Fin) and deep domain expertise. As a Scaled Customer Success Manager, you’ll be the customer’s trusted guide—helping them adopt and embed Fin's suite at scale, extracting real value, and scaling processes so more businesses succeed, more reliably.</p> <p>If you’re excited by working at the intersection of AI, product adoption, and operational excellence—and you want to help define how scaled CS works in practice—this is your role.</p> <h2><strong>What will I be doing? </strong></h2> <ul> <li>Drive broad product adoption, with special focus on Fin and AI-powered features: helping customers understand how Fin can automate support, enhance service, and deliver self-serve experiences, alongside human support.</li> <li>Design, implement, and iterate on engagement strategies and playbooks that can scale across customer segments—leveraging technology, automation, digital content, and smart touchpoints.</li> <li>Own implementation and onboarding conversations for your customers, ensuring they are being set up for success from Day 1.</li> <li>Monitor usage & health signals proactively—identifying risks, opportunities, and expansion paths; drive intervention where needed.</li> <li>Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey from purchase through expansion.</li> <li>Act as the Voice of the Customer: feed insights from scaled eng