Customer Success Manager (Growth)

Veritus; San Francisco (CA); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Other perks

Job summary

Veritus Agent is building the first fully AI-native voice agent platform for consumer lending and collections. You’ll own the Growth customer relationships from kickoff through go-live, renewal, and expansion, bridging customers with Forward Deployed Engineers to translate needs into actionable work.

You’ll guide deployment, monitor health signals, and translate updates for customers while driving renewals and expansions across your book.

Qualifications

• 4+ years in a customer-facing role at a tech company or in lending/collections.
• Hands-on automation/AI or contact-center tech experience in operations.
• Excellent written communication: concise, precise, and unambiguous.
• Excellent verbal communication: ability to run calls with various stakeholders and explain technical concepts clearly.
• Ability to manage many accounts and moving parts with a structured prioritization.

Responsibilities

• Own the customer relationship for Growth accounts with a prescriptive and consultative approach.
• Run regular check-ins: agent performance, shipped work, blockers, and what the customer owes us.
• Send clear recaps after every call to avoid ambiguity in decisions and next steps.
• Communicate with all levels—from floor managers to IT leads to owners and C-level executives.
• Guide customers through deployment from kickoff to go-live, adoption and measurable results.
• Chase inputs needed for launches (scripts, sign-offs, data files, numbers, access) without timelines slipping.
• Monitor account health signals and intervene early when something slips.
• Translate build updates and timelines back to customers in plain language.
• Relay customer insights to engineering to improve agents across accounts.
• Drive pilot-to-annual conversions and renewals across accounts.
• Identify expansion opportunities (new channels, additional agents, new portfolio or client).
• Help build scalable Growth motion with onboarding templates, email cadences, and self-serve materials.

Skills

Customer-facing role

Clear written communication

Clear verbal communication

Maturity and judgment

Data-driven decision making

Tools

HubSpot

Linear

Job description

About Veritus

Veritus Agent is building the first fully AI-native voice agent platform for consumer lending and collections. We’re a YC-backed team with leadership from Best Egg, PayPal, Divvy, and Lending Club—on a mission to modernize legacy call centers with real-time AI agents that drive higher conversions, lower costs, and better borrower outcomes.

About the role

You’ll be the main point of contact for a book of our Growth customers — collection agencies, lenders and fintechs — from kickoff through go-live, renewal and expansion.

Internally, you’re the bridge to our Forward Deployed Engineers (FDEs), who build and tune each customer’s agents. You turn customer asks into clear requests for the team, and turn build updates back into plain language for the customer.

What you’ll do

Own the customer relationship

• Serve as the primary point of contact for a book of Growth accounts, with a prescriptive and consultative approach
• Run regular check-ins: agent performance, what shipped, what’s blocked and what the customer owes us
• Send clear recaps after every call so decisions and next steps are never ambiguous
• Communicate with every level of the customer’s team, from collections floor managers and IT leads to owners and C-level executives

Get agents live and performing

• Guide customers through their deployment journey, from kickoff and scoping to go-live, adoption and measurable results
• Chase the inputs a launch depends on — scripts, compliance sign-off, data files, phone numbers, integration access — without letting timelines drift
• Monitor account health signals (using customer metrics) and step in early when something slips
• Translate build updates, trade-offs and timelines back to customers in plain language
• Relay customer insights to our engineering team so what we learn in one account improves every agent

Grow the book

• Drive pilot-to-annual conversions and renewals across your accounts
• Spot and qualify expansion: new channels, a second agent, a new portfolio or client of the customer
• Help build our scaled Growth motion — onboarding templates, email cadences and self-serve materials that let one CSM run many accounts well

What we’re looking for

• 4+ years in a customer-facing role at a tech company (customer success, account management, implementation or support) or in lending or collections operations (at a lender, servicer, agency or fintech)
• Hands-on experience rolling out automation, AI or contact-center technology to an operations team — and judging whether it’s actually working
• Excellent written communication: your recaps, emails and tickets are short, specific and impossible to misread
• Excellent verbal communication: you can run a call with an agency owner, simplify a technical concept for a non-technical customer, and hold a firm position politely
• Maturity and sound judgment: you own mistakes, deliver bad news early, and flag problems before the customer notices them
• Comfort managing many accounts and moving parts at once, with a structured way to prioritize what matters today
• A data-driven approach to spotting risk early, and comfort in spreadsheets and a CRM
• Collaborative, empathetic and low-ego; you like working closely with engineers

Nice to have

• Working knowledge of collections: delinquency stages, settlements and payment plans, first- vs third-party collections
• Familiarity with collections compliance (FDCPA, Reg F, TCPA) or regulated consumer-finance workflows
• Experience with AI agents, conversational AI or contact-center software
• Hands-on experience with HubSpot, Linear or similar CRM and ticketing tools
• Experience at an early-stage startup

Location and compensation

• Location: San Francisco (hybrid in-office)
• Base salary: $120,000–$150,000
• Equity: meaningful early-stage equity
• Benefits: health, dental, vision, 401(k), other perks