Scaled Customer Success Manager

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. 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. 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. What's the opportunity? 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. 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. What will I be doing? - 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. - Design, implement, and iterate on engagement strategies and playbooks that can scale across customer segments—leveraging technology, automation, digital content, and smart touchpoints. - Own implementation and onboarding conversations for your customers, ensuring they are being set up for success from Day 1. - Monitor usage & health signals proactively—identifying risks, opportunities, and expansion paths; drive intervention where 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: feed insights from scaled engagements back into the product roadmap, feature improvements, messaging, and internal training. - Help define what “Scaled CS” means here: you’ll be a builder—defining processes, tools, metrics, and models for what high volume, high value looks like. What skills do I need? - 2-4+ years in a customer-facing role in SaaS / technology / product success or similar, with a track record of managing many customers or high-volume engagement. - Strong interest in / experience with AI & automation support tools; 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—not an expert, but confident engaging with customers on technical questions and guiding them to resources. - Excellent communication skills: can break down complex product and technical topics clearly for different audiences (executives, operations, support leaders). - Data-driven mindset: able to monitor usage metrics, define success metrics, analyse what is / isn’t working, and adapt strategy based on results. - Self-starter, entrepreneurial, comfortable in ambiguity; able to build processes from scratch and consistently improve them. - Strong relationship builder: you can maintain trust even with many customers, manage expectations, and partner with internal stakeholders. Benefits We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! - Competitive salary and equity in a fast-growing start-up - We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen - Regular compensation reviews - we reward great work! - Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated. - Pension scheme & match up to 4% - Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents - Open vacation policy and flexible holidays so you can take time off when you need it - Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones - If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too - MacBooks are our standard, but we also offer Windows for cert