Customer Success Manager

About 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.

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
• Possess cross-functional partnerships with Product, Engineering, and Implementation teams to solve complex customer challenges
• Continuously refine onboarding and customer journey processes as we scale

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

Qualifications

• Technical & Product Fluency: Comfortable learning and explaining technical products, workflows, and integrations. Ability to understand how AI/automation systems work and translate capabilities into business value. Experience working with APIs, integrations, or ERP/accounting systems (NetSuite, Coupa, etc.) is a plus.
• Data-savvy and comfortable using metrics, dashboards, and reporting to guide decisions

Skills

• 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

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

Why Vic.ai?

This is where you get to work on real AI solving real problems at real scale. We move fast, take ownership, and genuinely care about each other. Our culture is people-first, low-ego, and high-impact— and we believe the best ideas come from empowered teams.

Vic.ai

Vic.ai has been pioneering the use of AI to digitally transform accounting and finance processes to improve productivity, decision-making, and ROI for more than eight years. Vic.ai addresses the most manual and inefficient task in accounting—invoice processing—to improve its speed and scalability, ultimately enabling customers to reinvent their accounts payable operations and improve financial management. By processing over half a billion invoices with up to 99% accuracy, Vic.ai has helped 10,000+ customers achieve nearly $188 million in cost savings and 6 million hours in time savings. We're a Series C-funded company and are fortunate to have some renowned investors and partners: Costanoa Ventures, Cowboy Ventures, Notable, and ICONIQ Capital. We invite you to check out our blog posts over the past year!

Annual Salary Range

The annual salary for this position ranges from $90,000 to $110,000. The actual annual salary paid for this position will be based on several factors, including but not limited to: skills, prior experiences, training, company needs, and current market demands. The annual salary range for this position is subject to change and may be adjusted in the future. This position may also be eligible for salary increases, bonuses, equity awards, and benefits.