Vic.ai

Customer Success Manager

Vic.ai

full-time

Posted on:

Location Type: Hybrid

Location: North Carolina • United States

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Tech Stack

ERP

About the role

  • 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

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
  • 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
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaSonboardingsoftware implementationAPIsintegrationsERP systemsdata analysismetricsdashboardsreporting
Soft Skills
relationship buildingcommunicationproblem solvingorganizational skillsdetail-orientedproactivecalm under pressuretrainingclient managementstrategic thinking
Certifications
Bachelor's degree