Skills
Customer Success
Account Management
Leadership
About the Role
Fin is seeking a Manager to lead our Relationship Managers supporting SMB customers. In this role, you’ll help drive strong customer outcomes by guiding a team that builds relationships, supports adoption, and ensures customers get measurable value from our AI-powered customer experience platform.
Responsibilities
- Manage and coach Relationship Managers to improve performance, customer engagement, and retention.
- Own team goals for SMB customer success, including adoption milestones and ongoing account health.
- Collaborate with cross-functional partners (Customer Support, Sales, Product, and Engineering) to resolve customer needs end-to-end.
- Identify trends across customer accounts and recommend process improvements to enhance customer experience.
- Support strategic customer planning, including QBR-style reviews and escalation management when required.
- Maintain clear reporting on pipeline, renewals, and account status to ensure consistent execution.
Requirements
- Proven experience in customer success, account management, or customer-facing leadership.
- Strong ability to coach, prioritize, and drive results through a team.
- Comfort working across multiple functions and channels to solve complex customer problems.
- Excellent communication and stakeholder management skills.
- Experience working with SMB customer segments or similar go-to-market motions is a plus.
Benefits
- Opportunity to work on an AI customer experience platform used by thousands of global businesses.
- Supportive, fast-moving environment built on speed, intensity, and strong core values.
- Chance to shape how customer relationships are managed and scaled for modern support teams.
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