Customer Success Manager

CUSTOMER SUCCESS MANAGER Location: San Francisco, CA Do you want to be on the cutting edge of the AI transformation happening across the financial services industry, at a Y Combinator startup that gives you autonomy and room to run? Do you excel in a dynamic, customer-facing role on a driven, high-energy team? Read on! WHO ARE WE? Veritus was born from a simple belief: the conversations between lenders and their customers deserve better technology. We build AI agents that talk with borrowers by voice, text, email, and chat, from the first loan application through the final payment. Our platform is built for lenders, card issuers, and collection agencies who want to transform their operations with AI. Backed by Y Combinator, Crosslink, and Threshold, our AI agents already handle thousands of conversations every day. We're looking for a Customer Success Manager to turn our newest customers into our biggest advocates, and are seeking someone who thrives at the intersection of relationships, execution, and technology. WHAT WILL THE CUSTOMER SUCCESS MANAGER DO? The Customer Success Manager drives the success of our "Growth" (mid-market) customers, including collection agencies, lenders, and fintechs from kickoff through go-live, renewal, and expansion. Reporting directly to the Head of Customer Success, you will turn newly signed customers into live, high-performing deployments and long-term partners. From kickoff through renewal, you will manage launch timelines, account health, expansion opportunities, and the flow of communication between your customers and the engineers who build their agents. WHO WILL LOVE THIS JOB? - You thrive when you can drive high impact from kickoff to renewal. You're energized by owning the full customer lifecycle, from first call to measurable results. - You enjoy working in an entrepreneurial, product-obsessed environment where cutting-edge AI meets real-world operations. - You are an execution expert: you keep launches on schedule, you spot risks early (adoption, performance, timeline) and you surface them so the team can act. - You feel at home coordinating across teams: you keep customers, engineering, sales, and quality aligned and you're comfortable pushing for fast turnarounds. - You communicate with precision: you can explain a technical trade-off to an agency owner, turn a vague request into a clear ask for engineers, and write a recap that nobody can misread. - You take pride in building repeatable processes: you like tightening up onboarding playbooks, tracking account health, running post-mortems, and capturing learnings to improve every launch. - You want your work to matter and you want to work with folks who both laugh and get things done. - You are a relentlessly problem-solving, results-oriented player who measures success by agents live, customers renewed, and results delivered, rather than just tasks completed. KEY RESPONSIBILITIES Customer Relationships - Own a book of mid-market ("Growth") accounts as their primary point of contact, with a prescriptive and consultative approach. - Run regular check-ins on agent performance, what shipped, what's blocked, and what the customer owes us. - Send clear recaps after every call so decisions and next steps are never ambiguous. - Build trust at every level of the customer's team, from floor managers and IT leads to owners and executives. Deployment and Performance - Guide customers from kickoff and scoping through go-live, adoption, and measurable results. - Chase the inputs a launch depends on (scripts, compliance sign-off, data files, phone numbers, integration access) without letting timelines drift. - Monitor account health and step in early when something slips. Cross-Functional Coordination - Partner with Forward Deployed Engineers to turn customer asks into clear, prioritized requests. - Translate build updates, trade-offs, and timelines back to customers in plain language. - Relay customer insights to engineering so what we learn in one account improves every agent. Growth and Process - Drive pilot-to-annual conversions and renewals across your accounts. - Spot and qualify expansion: new channels, a second agent, a new portfolio or client of the customer. - Help build our scaled Growth motion: onboarding templates, email cadences, and self-serve materials that let one CSM run many accounts well. PREFERRED QUALIFICATIONS - 2+ years in customer success, account management, or implementation at a tech company, or in lending or collections operations. - Proven track record rolling out automation, AI, or contact-center technology to an operations team. - Excellent written and verbal communication, equally at ease with engineers, operators, and executives. - Deep comfort managing many accounts and moving parts at once, with a structured way to prioritize. - Fluent in CRM and ticketing tools (HubSpot and Linear are a plus). - Familiarity with consumer lending or collections workflows is a plus, including FDCPA, Reg F, and TCPA. - Comfortable with fast-paced, early-stage environments, a multi-account load, and firm deadlines. Unsure if you meet the above qualifications? Apply anyway and tell us in your application why you'd be a great fit! SALARY, BENEFITS, AND PERKS - Base salary: $120K - $180K depending on experience - Equity: Meaningful early-stage equity! - Health Benefits: Employer sponsored medical, dental, and vision insurance for you AND your dependents! - Retirement Benefits: 401(k) - PTO: 15 days plus all federal holidays - Commuter benefits: $100/month towards any form of transportation - Perks: Free lunches every day in the office! Free One Medical memberships! And a bounty of snacks, drinks and... seltzer! Veritus is an equal opportunity employer committed to an inclusive workplace. We do not discriminate on the basis of race, religion, color, national origin, citizenship, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law.