Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Driving broad product adoption of the Fin AI Agent to help businesses automate support and deliver self-serve experiences with an accent on engagement strategies and operational excellence. Focus on designing scalable playbooks, monitoring usage signals, and translating customer insights into product roadmap improvements.

Location: Hybrid in Sydney, Australia (minimum 3 days per week in office)

Company

AI Customer Agent company focused on helping businesses provide perfect customer experiences via the Fin AI Agent.

What you will do

• Drive adoption of Fin and AI-powered features to automate customer support and enhance service.
• Design and iterate on scalable engagement strategies and playbooks across customer segments.
• Lead implementation and onboarding conversations to ensure customer success from day one.
• Proactively monitor usage and health signals to identify risks and expansion opportunities.
• Collaborate with Sales, Product, and Engineering to optimize the customer journey.
• Act as the Voice of the Customer, feeding insights back into the product roadmap and internal training.

Requirements

• 2–4+ years in a customer-facing SaaS or product success role.
• Strong interest or experience with AI and automation support tools.
• Ability to discuss technical topics such as APIs and integrations confidently.
• Data-driven mindset for monitoring usage and success metrics.
• Must be based in Sydney, Australia to comply with the hybrid office policy.
• Excellent communication skills for interacting with executives and operations leaders.

Culture & Benefits

• Competitive salary and equity in a fast-growing company.
• Catered weekday lunches and a fully stocked kitchen.
• Flexible paid time off policy.
• Healthcare stipend for private health insurance for you and your partner.
• Unlimited access to Claude Code and best-in-class AI tools.
• MacBooks provided as the standard hardware.