Customer Success Manager

Vic.ai • New York, NY

1d • Hybrid

About The Position

At Vic.ai, we’re transforming how finance teams work by building autonomous accounting with cutting-edge AI. Our platform processes hundreds of millions of invoices with industry-leading accuracy, helping customers save millions of hours and significant cost. We are looking for a Customer Success Manager who thrives at the intersection of relationships, problem-solving, and technology. This role involves acting as both a strategic advisor and product expert, helping finance teams adopt AI, optimize workflows, and unlock measurable efficiency gains. You will guide customers from onboarding through long-term success, translating technical capabilities into real business outcomes. Responsibilities include managing accounts, leading onboarding, troubleshooting issues, and collaborating closely with Product and Engineering to continuously improve the customer journey. This is an opportunity for someone who loves owning outcomes, building trusted partnerships, and digging into the technical details.

Requirements

• Bachelor’s degree or equivalent experience
• 2+ years in Customer Success, Account Management, Consulting, or other customer-facing roles
• SaaS experience required
• Experience onboarding or implementing software solutions
• Comfortable learning and explaining technical products, workflows, and integrations
• Ability to understand how AI/automation systems work and translate capabilities into business value
• Data-savvy and comfortable using metrics, dashboards, and reporting to guide decisions
• Excellent relationship-building and communication skills
• Strong problem-solver who stays calm and proactive under pressure
• Comfortable leading client meetings, trainings, and executive conversations
• Organized, detail-oriented, and able to manage multiple accounts simultaneously

Nice To Haves

• Fintech, accounting, or Office of the CFO experience strongly preferred
• Experience working with APIs, integrations, or ERP/accounting systems (NetSuite, Coupa, etc.) is a plus
• Able to partner effectively with Engineering/Product and communicate technical issues clearly
• Familiarity with tools like Gainsight, HubSpot, Jira, Intercom, and G-Suite preferred

Responsibilities

• Drive product adoption and measurable outcomes through onboarding, training, and best practices
• Serve as a trusted advisor to finance leaders and day-to-day users
• Manage a portfolio of accounts and build strong, long-term relationships
• Lead check-ins, business reviews, and strategic conversations
• Identify churn risks early and proactively improve retention
• Troubleshoot product, workflow, and data issues and coordinate resolutions
• Respond to customer inquiries via Intercom and other channels
• Advocate for customers internally and influence product improvements
• Partner cross-functionally with Product, Engineering, and Implementation teams to solve complex customer challenges
• Continuously refine onboarding and customer journey processes as we scale

Benefits

• Competitive salary + equity
• 401(k) with match
• Health, dental, and vision (100% covered plans available for employees and families)
• Monthly wellness stipend
• Generous parental leave
• Remote-first flexibility + home office stipend
• Team events, retreats, and great swag
• Generous PTO and a travel-friendly culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees