Scaled Customer Success Manager

Dublin, IrelandHybrid

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.

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 – from service, to sales, to ecommerce.
Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.
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.
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.
experience with AI & automation support tools; ability to explain AI/Fin features and use cases to customers, and help them build workflows around them.
Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
MacBooks are our standard, but we also offer Windows for certain roles when needed. #LI-Hybrid Policies