Customer Success Manager (Growth)

Veritus•San Francisco, CA

4d•Hybrid

About The Position

Veritus Agent is building the first fully AI-native voice agent platform for consumer lending and collections. We're a YC-backed team with leadership from Best Egg, PayPal, Divvy, and Lending Club—on a mission to modernize legacy call centers with real-time AI agents that drive higher conversions, lower costs, and better borrower outcomes. About the role You'll be the main point of contact for a book of our Growth customers — collection agencies, lenders and fintechs — from kickoff through go-live, renewal and expansion. Internally, you're the bridge to our Forward Deployed Engineers (FDEs), who build and tune each customer's agents. You turn customer asks into clear requests for the team, and turn build updates into plain language for the customer.

Requirements

2+ years in a customer-facing role at a tech company (customer success, account management, implementation or support) or in lending or collections operations (at a lender, servicer, agency or fintech)
Hands-on experience rolling out automation, AI or contact-center technology to an operations team — and judging whether it's actually working
Excellent written communication: your recaps, emails and tickets are short, specific and impossible to misread
Excellent verbal communication: you can run a call with an agency owner, simplify a technical concept for a non-technical customer, and hold a firm position politely
Maturity and sound judgment: you own mistakes, deliver bad news early, and flag problems before the customer notices them
Comfort managing many accounts and moving parts at once, with a structured way to prioritize what matters today
A data-driven approach to spotting risk early, and comfort in spreadsheets and a CRM
Collaborative, empathetic and low-ego; you like working closely with engineers

Nice To Haves

Working knowledge of collections: delinquency stages, settlements and payment plans, first- vs third-party collections
Familiarity with collections compliance (FDCPA, Reg F, TCPA) or regulated consumer-finance workflows
Experience with AI agents, conversational AI or contact-center software
Hands-on experience with HubSpot, Linear or similar CRM and ticketing tools
Experience at an early-stage startup

Responsibilities

Own the customer relationship
Serve as the primary point of contact for a book of Growth accounts, with a prescriptive and consultative approach
Run regular check-ins: agent performance, what shipped, what's blocked and what the customer owes us
Send clear recaps after every call so decisions and next steps are never ambiguous
Communicate with every level of the customer's team, from collections floor managers and IT leads to owners and C-level executives
Get agents live and performing
Guide customers through their deployment journey, from kickoff and scoping to go-live, adoption and measurable results
Chase the inputs a launch depends on — scripts, compliance sign-off, data files, phone numbers, integration access — without letting timelines drift
Monitor account health signals (using customer metrics) and step in early when something slips
Translate build updates, trade-offs and timelines back to customers in plain language
Relay customer insights to our engineering team so what we learn in one account improves every agent
Grow the book
Drive pilot-to-annual conversions and renewals across your accounts
Spot and qualify expansion: new channels, a second agent, a new portfolio or client of the customer
Help build our scaled Growth motion — onboarding templates, email cadences and self-serve materials that let one CSM run many accounts well