Customer Success Manager

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. Location Cary, NC area – hybrid (2–3 days/week in office) Outside Cary – remote with quarterly travel for collaboration What You’ll Do 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 What You’ll Bring Experience 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 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 Able to partner effectively with Engineering/Product and communicate technical issues clearly 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 Why Vic.ai? Because 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. What You’ll Get 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 Who we are: 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! Follow this link to our site. 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. #J-18808-Ljbffr