Why This Job is Featured on The SaaS Jobs
Customer Success roles are increasingly central in SaaS businesses selling AI-driven workflow automation, where value is realized through adoption, change management, and measurable operational outcomes rather than feature usage alone. This position sits in that modern CS lane, supporting finance teams as they introduce automation into established processes and navigate the practical realities of deploying AI in day-to-day work.
For someone building a SaaS career, the role offers durable exposure to the mechanics that matter across subscription businesses: onboarding design, retention risk management, and the feedback loop between customer experience and product iteration. The emphasis on troubleshooting workflows, integrations, and data issues also builds product fluency that transfers well to adjacent paths in implementations, solutions consulting, or post-sales leadership in SaaS environments where technical credibility is part of the job.
This role tends to suit professionals who prefer owning outcomes across a portfolio and who enjoy translating complex product behavior into clear business narratives for both end users and finance leaders. It is a strong match for candidates who like cross-functional coordination with Product and Engineering and who want a CS remit that blends relationship management with hands-on problem solving.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Build the future of finance with AI
At Vic.ai, we’re transforming how finance teams work.
We’re not just automating tasks — we’re building autonomous accounting. Using cutting-edge AI, we eliminate the most manual, frustrating parts of finance operations so teams can focus on strategy, insight, and impact.
Our platform processes hundreds of millions of invoices with industry-leading accuracy, helping customers save millions of hours and significant cost. Backed by world-class investors and trusted by modern finance teams across the U.S. and Europe, we’re scaling quickly — and we’re just getting started.
If you’re excited about AI, love working directly with customers, and want your work to genuinely change how businesses operate, you’ll feel right at home here.
The Role
We’re looking for a Customer Success Manager who thrives at the intersection of relationships, problem-solving, and technology.
This isn’t a traditional account management role. You’ll act as both a strategic advisor and product expert, helping finance teams adopt AI, optimize workflows, and unlock measurable efficiency gains. You’ll guide customers from onboarding through long-term success — translating technical capabilities into real business outcomes.
You’ll manage accounts, lead onboarding, troubleshoot issues, and collaborate closely with Product and Engineering to continuously improve the customer journey.
If you love owning outcomes, building trusted partnerships, and digging into the “how it works” behind the scenes, this role is for you
Location
We hire East Coast–based candidates.
Cary, NC area → hybrid (2–3 days/week in office)
Outside Cary → remote with quarterly travel for collaboration
What You’ll Do
Drive product adoption and measurable outcomes through onboarding, training, and best practices
Serve as a trusted advisor to finance leaders and day-to-day users
Manage a portfolio of accounts and build strong, long-term relationships
Lead check-ins, business reviews, and strategic conversations
Identify churn risks early and proactively improve retention
Troubleshoot product, workflow, and data issues and coordinate resolutions
Respond to customer inquiries via Intercom and other channels
Advocate for customers internally and influence product improvements
Partner cross-functionally with Product, Engineering, and Implementation teams to solve complex customer challenges
Continuously refine onboarding and customer journey processes as we scale
What You’ll Bring
Experience
Bachelor’s degree or equivalent experience
2+ years in Customer Success, Account Management, Consulting, or other customer-facing roles
SaaS experience required; fintech, accounting, or Office of the CFO experience strongly preferred
Experience onboarding or implementing software solutions
Technical & Product Fluency
Comfortable learning and explaining technical products, workflows, and integrations
Ability to understand how AI/automation systems work and translate capabilities into business value
Experience working with APIs, integrations, or ERP/accounting systems (NetSuite, Coupa, etc.) is a plus
Able to partner effectively with Engineering/Product and communicate technical issues clearly
Data-savvy and comfortable using metrics, dashboards, and reporting to guide decisions
Skills
Excellent relationship-building and communication skills
Strong problem-solver who stays calm and proactive under pressure
Comfortable leading client meetings, trainings, and executive conversations
Organized, detail-oriented, and able to manage multiple accounts simultaneously
Familiarity with tools like Gainsight, HubSpot, Jira, Intercom, and G-Suite preferred
Why Vic.ai?
Because this is where you get to work on real AI solving real problems at real scale.
We move fast, take ownership, and genuinely care about each other. Our culture is people-first, low-ego, and high-impact — and we believe the best ideas come from empowered teams.
What you’ll get
Competitive salary + equity
401(k) with match
Health, dental, and vision (100% covered plans available for employees and families)
Monthly wellness stipend
Generous parental leave
Remote-first flexibility + home office stipend
Team events, retreats, and great swag
Generous PTO and a travel-friendly culture
A collaborative, mission-driven team building category-defining AI
Who we are:
Vic.ai has been pioneering the use of AI to digitally transform accounting and finance processes to improve productivity, decision-making, and ROI for more than eight years. Vic.ai addresses the most manual and inefficient task in accounting – invoice processing – to improve its speed and scalability, ultimately enabling customers to reinvent their accounts payable operations and improve financial management. By processing over half a billion invoices with up to 99% accuracy, Vic.ai has helped 10,000+ customers achieve nearly $188 million in cost savings and 6 million hours in time savings.
We're a Series C-funded company and are fortunate to have some renowned investors and partners: Costanoa Ventures, Cowboy Ventures, Notable, and ICONIQ Capital.
We invite you to check out our blog posts over the past year! Follow this link to our site.
