Why This Job is Featured on The SaaS Jobs
Scaled Customer Success has become a distinct function in SaaS as customer bases broaden and product complexity increases. This role stands out because it sits at the intersection of AI feature adoption and repeatable customer outcomes, with a clear emphasis on building playbooks and touchpoints that work across segments rather than relying on one to one relationship management.
For a SaaS career, the work builds durable strengths in lifecycle thinking: onboarding, health measurement, intervention design, and expansion signals. The focus on usage data, automation, and product feedback loops is especially relevant in modern SaaS organisations where CS is expected to influence retention through systems, not just service. Experience translating technical concepts like APIs and workflows into practical customer guidance also carries well across product led and enterprise GTM environments.
This position fits professionals who enjoy operating with a broad portfolio of accounts and improving how engagement is delivered at scale. It will suit someone who prefers structured experimentation, is comfortable collaborating across Sales, Solutions, Education, and Product, and wants a role where customer insights are expected to shape internal processes and product direction.
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
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.
- Catered lunch every weekday, plus 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.
- Flexible paid time off policy.
- Healthcare stipend towards private health insurance for you and your partner/spouse.
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
#LI-Hybrid
