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Fin (part of Intercom) is hiring a Customer Success Manager, Scale to build and lead scaled customer success operations. The role focuses on driving broad adoption of Fin's AI-powered customer agent and suite of products, with emphasis on helping customers understand and implement AI-driven support automation.
Key responsibilities include: designing and implementing scalable engagement strategies and playbooks across customer segments; owning implementation and onboarding conversations to ensure Day 1 success; proactively monitoring usage and health signals to identify risks and expansion opportunities; collaborating with Sales, Solution Engineering, Education, and Product teams; serving as Voice of the Customer to inform product roadmap and internal training; and helping define what "Scaled CS" means operationally—building processes, tools, and metrics for high-volume, high-value customer management.
You'll work at the intersection of AI product adoption and operational excellence, managing many customers simultaneously while maintaining high-impact outcomes. The role requires comfort with technical topics (APIs, integrations, workflows) and ability to explain complex AI/Fin features to diverse audiences. You'll be a builder—entrepreneurial, data-driven, and comfortable in ambiguity—defining scaled CS processes from scratch and iterating based on results.
Required: 2–4+ years in customer-facing SaaS/technology roles with track record of high-volume engagement; strong interest in AI and automation support tools; excellent communication skills; data-driven mindset; self-starter mentality. Bonus: experience with consumption/usage-based SaaS models, exposure to generative AI or chatbots, background in operations or scaling CS/onboarding/digital engagement programs.
