Scaled AI Customer Success Manager

Visa Hunt; Chicago (IL); Hybrid; USD 135,300 - 161,550; Full time

Benefits offered by this job

Competitive salary and equity

Comprehensive medical, dental, and vis

Regular compensation reviews

Unlimited access to Claude Code and AI

Flexible paid time off

Parental Leave Program

401k plan & match

In-office bicycle storage

Employee events

Job summary

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.

We’re building Fin's Scaled Customer Success team in Chicago to reach more customers, adopt Fin at scale, and define how high-volume, high-value customer success works in practice.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer success

SaaS

AI/automation

Communication

Data-driven

Cross-functional

Relationship building

Job description

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.

We’re building Fin's Scaled Customer Success team in Chicago to reach more customers, adopt Fin at scale, and define how high-volume, high-value customer success works in practice.