Customer Success Manager

Vic.ai • New York, NY

8d • Hybrid

About The Position

Build the future of finance with AI
At Vic.ai, we’re transforming how finance teams work.
We’re not just automating tasks — we’re building autonomous accounting. Using cutting-edge AI, we eliminate the most manual, frustrating parts of finance operations so teams can focus on strategy, insight, and impact.
Our platform processes hundreds of millions of invoices with industry-leading accuracy, helping customers save millions of hours and significant cost. Backed by world-class investors and trusted by modern finance teams across the U.S. and Europe, we’re scaling quickly — and we’re just getting started.
If you’re excited about AI, love working directly with customers, and want your work to genuinely change how businesses operate, you’ll feel right at home here.

The Role
We’re looking for a Customer Success Manager who thrives at the intersection of relationships, problem-solving, and technology.
This isn’t a traditional account management role. You’ll act as both a strategic advisor and product expert, helping finance teams adopt AI, optimize workflows, and unlock measurable efficiency gains. You’ll guide customers from onboarding through long-term success — translating technical capabilities into real business outcomes.
You’ll manage accounts, lead onboarding, troubleshoot issues, and collaborate closely with Product and Engineering to continuously improve the customer journey.
If you love owning outcomes, building trusted partnerships, and digging into the “how it works” behind the scenes, this role is for you

Requirements

• Bachelor’s degree or equivalent experience
• 2+ years in Customer Success, Account Management, Consulting, or other customer-facing roles
• SaaS experience required; fintech, accounting, or Office of the CFO experience strongly preferred
• 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
• 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
• Familiarity with tools like Gainsight, HubSpot, Jira, Intercom, and G-Suite preferred

Nice To Haves

• 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
• Data-savvy and comfortable using metrics, dashboards, and reporting to guide decisions

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
• A collaborative, mission-driven team building category-defining AI

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level