Customer Success Manager 2

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.

Requirements

• 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.

Nice-to-Haves

• Interest in consumption or usage-based SaaS models.
• Exposure to Generative AI, chatbots, virtual agents, or AI-assisted support tools.
• Experience in operations, scaling CS / onboarding / customer education / digital engagement programs.

Compensation

• OTE range for Greater Chicago Area: $108,500 - $129,645 (base pay + target incentives).
• Additional benefits: competitive salary, equity, comprehensive medical/dental/vision, flexible PTO, parental leave, 401k match.